How much will it cost to recover my data?
It is difficult to give an exact price, but once we complete our evaluation, you will be given a no obligation quote of the exact cost of recovery. In some instances, when an evaluation is not possible, you will be given a fixed price quotation for your data loss scenario.
How long does the evaluation take?
Typically, the evaluation takes on average 4 hours to complete. We aim to provide you with a fixed price quotation with 24 business hours of receipt.
How long is the standard turnaround time for data recovery?
On average, standard turnaround time is 10 working days. This will be noted on the service contract that you receive. The processing time may be adjusted depending on the circumstances of your recovery requirement. This will be advised by your Data Services Representative on your service contract and additional service level options will be provided to you where possible.
Do I need to ship in my whole laptop/desktop?
No, we only need the hard drive. You are welcome to send the whole device if you are not comfortable with removing the hard drive. Ontrack expert engineers can assist with the removal of the hard drive from the complete device upon receipt. For iMacs, please contact your Data Services Representative before shipping to us.
Can I drop off failed media?
We do not have a location in Ireland, but yes, you can drop off your device off. Our address can be found on our website, https://www.ontrack.com/en-ie/contact. Please make sure to contact Ontrack before you drop off the failed media.
Alternatively, you can drop the device at a DHL drop-off location. Please ask your representative to provide you with a drop-off shipping label. (Charges may apply)
Do I get free shipping both ways?
We do not offer free shipping from Ireland. Please contact your representative for a quote.
Do you return my original media to me once you're finished?
Yes, we can return your media to you. Alternatively, we can securely dispose your media, if you do not require it to be returned to you. Please contact your Data Services Representative for details.
My data is very sensitive, is your company secure?
Ontrack’s Labs are ISO 27001 Certified. Ontrack also receives an annual SOC 2 (formerly SAS 70 II) report from a certified audit firm.
Will the drive manufacturer honour their warranty if you open my drive?
In some instances, due to our partnership with many of the leading drive manufacturers, however this is dealt with on a case by case basis and It is best to check with your Hard Drive provider.
Is your clean room certified?
Yes, Ontrack's clean rooms are Class 100 certified. A clean room is a room in which dust particles are strictly reduced and controlled.
Can I supply my own backup drive?
Due to Ontrack’s security policies, customer supplied back up media is not allowed. We recommend you make a back-up of the recovered data as soon as possible. Please ask Ontrack for a quote if you require multiple back-ups.
What if my drive is encrypted?
Ontrack will need the encryption keys/passcode to recover the data from your device.
Does Ontrack look at my data?
In most cases it is not required to open files, unless you require us to, or it is requested to check the integrity of files. If you would prefer your files to not be opened, please confirm with your Data Services Representative.
Can you just take the platters out and put them in a new drive?
No, every drive has unique firmware and electronics. Ontrack engineers will use their expertise and experience to recover the data using the most relevant techniques.
If I only select a few files to be recovered, does it lower the price?
No, your fee is based on the recovery efforts of the overall device. If particular files are required as a priority, Ontrack can offer this on our expedited service levels.
Is the price based on the amount of data?
No, data recovery fees are based on the effort to recover the data.
How will I get the data back?
We will copy your data to an encrypted external drive.
Will you recycle my original media?
Yes, Ontrack can securely dispose your failed drive or phone at your request. Please advise your Data Services Representative.
How long do you keep my data?
After shipment, the data is stored on our servers for 30 days. If required, we can erase at an earlier time and provide certification. Please contact your Data Services Representative.
What brand of drive does Ontrack recommend?
Ontrack does not recommend any brand in particular.
What’s the best way to back-up my data
We recommend using a trusted IT service Provider to help you with your back-ups. Ontrack have a wide partner network so Please ask if you would like a recommendation in your area.
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