The bench · call, parcel, files
Seven stages, two of them are yours to call.
Each job runs sequentially through seven distinct steps in one predetermined order, whatever the device is. The first step is a telephone conversation. The final step is your review of returned files to confirm the job was completed satisfactorily. Below is a sequential view of each step and the two points marked where decisions are made solely by you.
An engineer will take the details
0800 6890668
The order it happens in.
Ring us first
Call our office or put the quote form in. Let us know what the item was doing at the time of failure, and which folders are important. We will provide you with an answer to the chances of recovering files as well as exact packing instructions before any items are posted.
Get it to the lab
Our intake laboratory is located in central Leeds west along the M62 from Hull. First obtain a quote by calling or using the quote form. Next send it to us via an insured and tracked delivery method with the printed form inside. Alternatively, drop off the device directly at our Leeds laboratory (Monday to Friday, 9am to 5:30pm, no appointment necessary). Take the bare disk drive out of laptops/desktops or recorders and send only that. RAID systems should be sent as individual disks, each labelled by bay, and so should a NAS; if the disks cannot be removed from the NAS system it must be sent entire.
A case number first, then a free diagnosis Free
Upon receipt of your parcel, we open it and assign a unique reference number to the device. An engineer then examines the device on the bench to determine which component has failed, assesses the probability of recovering the files, and determines how many hours the recovery will take.
Your call
Once an assessment has been completed, one price will be quoted in writing to recover your lost data, and that price will not change. If you decide to accept the quoted price, the work starts. If you decline the quoted price, your original media will be returned to you by post with a summary of our findings. Regardless of whether you choose to have us attempt to recover your lost data or not, there will be no charge for this initial assessment.
On the bench
We don't fix anything until we have a full sector-by-sector copy of everything on our own storage. That copy is where we do the head swap from the donor unit, firmware work, unlocking the unit, putting an array back together, etc. Your original remains intact, just as it arrived.
You check the list
Before there is an invoice, you can review all items recovered and compare them to those requested by phone.
Back in the post
All recovered data will be delivered to you via media provided by us. We pay for postage. All working copies are erased (wiped) after thirty days. The project will close once you have confirmed it is correct.
Time on the bench, by fault.
| The fault | How it is handled | Days on the bench |
|---|---|---|
| Logical: deleted files, volumes which were formatted, corrupted volumes | The file system will be rebuilt using the copy. | 2–3 working days |
| Mechanical failures: clicking noises, banging noises, completely silent | Matched donor parts were fitted, then the drive was imaged very slowly. | 3–5 working days |
| Multiple drives: RAID systems, NAS units, servers. | Each drive was duplicated and the RAID rebuild was done through software. | 3–4 working days |
| Recovery of encrypted volumes; evidence recovery. | Scope of work: first agreed prior to scheduling. | As stated in your quote. |
| Actual emergency situations. | Businesses at a complete standstill, or businesses having a court date or audit deadline are given priority. | When you call, tell us |
What goes in the box.
What people ask before sending it in.
Do you keep in touch while it is on the bench?
Yes. Every stage of this process sends you a message. If you need help with anything, ring the office and we will assist you. An engineer will speak directly with you and answer your questions. You do not get a ticket number in a queue that is monitored by no one.
What if nothing comes back?
In most cases you only pay if we recover your data. If another lab has a better opportunity of recovering your data then we will advise you who to call. If we can't recover your data, we advise you of this at the time and do not string you along for weeks.
Who handles the drive itself?
All data recovery services are performed by our own staff/engineers in our laboratory in Leeds. We do not farm out parts of the service to other companies; nor do we send anything abroad. Your case number assigned when the package arrives will stay associated with your unit until it leaves our facility.
How long do you hold the copies you made?
30 days after your files leave our care, in case you need to take another look. At that point, the image will be wiped clean, and nothing will be retained by us.
It starts with a phone call.
Call us, or complete the form to initiate the process. We'll review it for free. There is no obligation.