How much will it cost to recover my data?
It is difficult to give an exact price, but once we complete our free evaluation, you will be given a no obligation quote of the exact cost of recovery.
How long is the standard turnaround time?
On average, standard turnaround time is between 7-14 days. Expedited Services are available upon request:
Standard Service: 7 - 14 business days
Priority Service: 2 - 5 business days
Emergency Service: 24 hours (around the clock performance of services until job is complete)
Do I need to ship in my whole laptop/desktop?
No, we only need the hard drive.
How long do I have to make a decision after the evaluation is complete?
If an assessment and quote are issued, Ontrack will honor the fees quoted for up to 10 business days. Fees may increase upon expiration of a quote.
Do I get shipping included both ways?
Inbound shipping and return shipping are included, following purchase of data recovery services. Shipping fees will apply if recovery services are declined or your media is unrecoverable. Alternatively, Ontrack can recycle your media at no cost.
Can I supply my own backup drive?
Due to Ontrack’s security policies, customer supplied back up media is not allowed.
Do you return my bad media to me once you’re finished?
The original media is included in the return shipment when purchasing data recovery. If the data is unrecoverable, or if the services are declined, shipping fees will apply in order to have your media returned.
My data is very sensitive, is your company secure?
Ontrack has Labs which are ISO 27001 Certified and/or SOC II certified. Ontrack also receives an annual SOC2 (formerly SAS 70 II) report from a certified audit firm.
Will the drive manufacture honor their warranty if you open my drive?
Ontrack places stickers on the drive, verifying our performance of recovery efforts, which allows most manufactures to continually honor the warranty thereafter.
Is your clean room certified?
Yes, Ontrack’s clean rooms has been certified.
What if my drive is encrypted?
Ontrack will need the encryption keys/ passcode to evaluate your device.
Does Ontrack look at my data?
No, Ontrack does not open any of your files. We simply generate a file report.
Is the price based on the amount of data?
No, data recovery fees are based on the effort to recover the data.
Can you just take the platters out and put them in a new drive?
No, every drive has unique firmware and electronics.
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.
How will I get the data back?
We will copy your data to an encrypted external USB or external drive.
Will you recycle my bad drive?
Yes, Ontrack can recycle your bad drive. Make sure to let your Services Representative know if you would like your drive recycled.
Are there any fees for Tech Support?
No. Tech Support is available every Monday - Friday from 7:30am - 6:00 pm CST.
How long do you keep my data?
Once the data is copied to an encrypted drive in order for return to you, in accordance with Ontrack policies, we will erase the data from our servers.
Can you help me get the data off the new USB Drive onto to my new computer?
Yes, Tech Support is available every Monday-Friday from 7:30am-6:00pm
What brand of drive does Ontrack recommend?
Ontrack does not recommend any brand in particular.
How do I back up my data?
USB drives and cloud storage are the most common methods of back up.
Do I have to send in my device?
Yes, in order for our engineers to recovery your data, they will need your device in our lab.
How do I get a shipping label?
Simply complete the service agreement and let your Data Services Representative know you would like a shipping label or complete the web form located here.
Can I drop off my device?
Yes, you can drop off your device at one of Ontrack’s labs. To find a lab near you, visit our Contact Us page. Make sure to contact Ontrack before dropping off your device.
How do you know which level of recovery I will need?
Once you send in your device, we will perform a free evaluation and let you know which level you will need.
What if you can’t get my data?
If there is no data, there is no charge. However, if you would like your device returned to you, shipping fees will apply. If you no longer need your device, we can recycle it for you at no cost.
If you have further questions, please contact us.
United States | English
Locations
Search
