Frequently Asked Questions

1. Can you explain to me what data recovery is?

• Data recovery is the process of retrieving data stored on damaged or inaccessible electronic storage media such as hard drives, memory cards, RAID Array systems, and USB thumb drives.

2. Can you give me a better understanding of the process involved?

• Clients submit their defective media to us for recovery. Upon receipt we conduct a free diagnosis to determine the extent of the damage causing the data loss and what it takes to recover the data. We then provide clients with our firm quote and a turnaround time to complete the recovery. This evaluation is free of charge and no work beyond it will be performed without client approval.
  After clients approve the cost and agree to go forward with the recovery we start working on the case, performing all necessary actions to access the data. Once recovery is completed, clients receive a list of all recovered files. The client is only charged after conforming that their critical files have been recovered. Once the client approves completion of work and payment is received, we then transfer the data to DVDs, a working hard drive or other storage media, and ship it back to the client.

3. Do you charge any evaluation fees?

• We do not charge any evaluation fees, excluding Second Attempt Recovery cases. We provide free evaluations for all failed media, including RAID Arrays, that hasn’t been physically opened or tampered with.

4. How is the No Data No Charge Policy used?

• We believe in results. Therefore, there is never a charge for clients if their data is not recovered. We only charge a customer if we successfully recover his or her critical data. We do not charge any upfront fees, and the initial diagnosis is free. Charging a client is the final step of the recovery process before shipping the data back.
  The only exception is Second Attempt Recovery cases, in which the media has previously been physically tampered with. These cases require a $50 diagnostic fee, which is applied toward the total cost of recovery.

5. How is my data returned to me?

• Recovered data is transferred to DVDs or a new hard drive, depending on the size of the recovered data and client preference. The first two DVDs are complimentary, after which there is a $10 fee for each additional DVD. Data transferred to a new hard drive will have a fee based on the capacity of the replacement hard drive the customer requests. Some clients send in their own replacement drive.

6. Will I be charged an additional fee for return shipping after my case is successfully completed?

• No, the price quote for services includes the return shipping fee. We provide all clients with a tracking number for their package.

7. Will it cost more to recover data from Mac OS X?

• We do not charge different rates based on the operating system used. Our expert technicians are equally equipped and familiar with all operating systems.

8. Do you offer any special offers or discounts?

• Yes, a 10% discount is available to full time university students, nonprofit organizations, charities, active duty military personnel, and clients with recoverable data on multiple devices.

9. How long will it take to recover my data?

• Every data loss case is unique and requires different procedures. The average data recovery turnaround time is 4-10 business days. However, clients can request a Priority or Super-Rush service if they need their data faster. These services require an extra charge but they ensure our highest priority.

10. Are you always able to restore a client's data?

• Our technicians have all the hardware and software necessary to handle every data loss situation. Unfortunately, there can occasionally be extensive enough damage to a device that data is truly unrecoverable. This is often due to severe damage to the platters on which data is stored. No company can guarantee recovery until a diagnostic has been performed on the device. If a company claims otherwise the claim is misleading at best.

11. Can you recover data from laptop hard drives?

• Yes, ReStoring Data Inc. can recover data lost in physical or logical hard drive failures on 2.5-inch laptop drives, and 3.5-inch desktop drives alike, both at the same price levels.

12. How should I pack my drive?

• It is very important to pack your hard drive the best you can. You should place the hard drive in an antistatic bag, if available, and wrap it with bubble wrap so that the sides are padded and away from all edges of the box. Try to center the hard drive as much as possible, and make sure it doesn’t move within the box. Multiple drives can be placed in one box, but they need to be wrapped individually. Make sure there is at least 5 inches of padding between all drives. We recommend shipping hard drives via air service to minimize handling.

13. Can you recover data lost due to virus attack?

• Yes, we can recover files lost from virus infections.

14. If data was on a drive that has been formatted can you still recover this data?

• Yes. Recovery of data is increased if no new data has been written to the disk after formatting than if the disk has already been overwritten with new data.

15. Are you able to recover data from RAID Arrays?

• Our expert technicians are equipped and trained to handle any RAID Array configuration. Our RAID recovery success rates are kept very high by utilizing our proprietary hardware and software on any RAID size, configuration, operating system, or platform.

16. What hard disk drive manufacturers can you recover data from?

• ReStoring Data Inc. can recover data from all media manufacturers: Seagate, Quantum, Maxtor, Western Digital, IBM, Fujitsu, Samsung, Toshiba, Hitachi and more.

17. What operating systems can you recover data from?

• We are equally capable of recovering data from all of the following operating systems: Novell Netware, UNIX/LINUX, AIX, MAC, Windows 95/98/2000/XP/Vista/7, DOS, and OS/2.

18. Are you limited on any interfaces with your recovery methods?

• We support the following interfaces for data recovery: IDE/EIDE, Serial-ATA, SCSI, IEEE1394/Firewire, USB, PCMCIA, SAS, ZIF and more.

19. What type of failures can you recover data from?

Common failures we recover data from on a daily basis are:

• Accidentally formatted drive,
• Deleted files and partitions (even from Recycle bin),
• Damaged, corrupt, inaccessible, missing or lost files and/or partitions, Lost/damaged/deleted Outlook PST files,
• Data loss due to virus contamination,
• BIOS doesn't recognize hard drive,
• Overwritten files,
• Blue Screen of Death,
• Burning smell coming from hard drive,
• Hard drives that will not spin up at all or properly,
• Plate surface damage or contamination,
• Fire and/or water damage,
• Failed RAID Arrays,
• Deleted/corrupted digital camera photos,
• Electrostatic Discharge (ESD) Failure,
• Loud clicking or other noises coming from drive,
• And a plethora of other situations and scenarios.

20. Am I charged per file recovered?

• Our prices are determined by the severity of the problem and the actions required to access the data stored on the defective media, rather than the amount of data needed. After we have regained access to data we first target the specific data clients are looking for, and then recover as much extra data as possible.

21. Will my data be kept confidential?

• Certainly! ReStoring Data Inc. and its employees commit to absolute non-disclosure of all information supplied with, stored on, or recovered from clients' digital media. Clientele confidentiality is taken very seriously here at ReStoring Data Inc. Client data will not be compromised while in our care.

22. What is the difference between physical and logical failures?

• Logical failure typically refers to corrupt or lost data on a disk with no physical problems. This can be caused by operating system failure, virus infection, unintentionally formatting of drive, accidental deletion of files, or (rarely) static damage. If BIOS can still recognize the hard drive there is a good chance for recovery.
  Physical failure is when the device itself is damaged and needs repair or replaced components. Damaged Head Disk Assemblies, spindle motors, failed circuit boards, corrupted firmware, and damaged platters are a few examples of physical damage. When a physical failure has occurred, typically the hard drive will make strange noises (e.g., clicking, beeping, grinding), or not be recognized by the BIOS. If there are any noises or sounds, or you suspect a physical failure, stop using the drive right away and contact a specialized data recovery company before a critical loss occurs.

23. What if I get my data back and encounter some problems accessing the data?

• ReStoring Data Inc. gives warranty on all returned media found to be dead on arrival (DOA) within 14 days of shipment. We keep a back up of clients’ data for 14 days after shipment to insure against any data that is unusable or inaccessible.

24. After my data is recovered, can I reuse my hard drive?

• We do not attempt to fix the drive, but rather recover the data on it. Essentially, we have to repair the drive in order to get the data back, but this is a temporary repair aimed at getting a read—sometimes a one-time-only read. A drive that has failed in the past will fail again, so it is better to stop using this drive.

25. What payment methods do you accept?

• We accept Visa, Master Card, money orders, PayPal, money transfer and money order.

26. Do you recover data from previously opened drives?

• Yes. ReStoring Data Inc. performs Second Attempt Recovery from drives which have already been opened or undergone a recovery attempt. This service allows for peace of mind as it is covered under our No Data, No Charge policy, ensuring that if the second attempt at recovery is not successful, you will not be asked to pay the service fee.
  This service is complex, however, and carries an increased risk, so there is a $50 evaluation fee to determine the extent of the damage. This fee is applied directly to the cost of service if recovery is successful. The cost of the service is 50% on top of the standard price quote, to accommodate for the extra work associated with attempting data recovery a second time. ReStoring Data Inc. has an excellent history recovering data declared unrecoverable by other companies.
  

27. How long will the recovery process take?

• ReStoring Data Inc. performs data recovery at three speed levels. All three levels assure the highest quality data recovery techniques are used, and the full spectrum of methods is deployed in order to ensure a successful recovery. These three levels are: Economy (4-10 business days), Priority (2-4 business days), and Super Rush (1-2 days, weekends included).

28. What is the quickest turnaround period possible in days to get my data recovered?

• Emergency situations require immediate attention. We are proud to feature a Super Rush service for orders needed as soon as possible. This has developed created for clients who desperately need their data returned to them without delay. The turnaround time for Super Rush service is typically 1-2 days, but same day is often possible. Our technicians will work off-hours, nights, and weekends to complete a Super Rush order.

29. I have a physically damaged flash based storage media, can you fix this?

• Yes. ReStoring Data Inc. is one of the few data recovery companies utilizing cutting-edge technology to recover data from physically damaged flash-based media storage devices such as memory cards, USB thumb drives, hybrid hard drives, and solid state drives. This ability is the result of our extensive R&D and years of expertise.
  

30. I heard that putting my failed hard drive in the freezer will help; is this a good idea?

• No. This common misconception is a data recovery myth. Putting the drive in a freezer may actually worsen the problem, as water particles can get inside the drive and damage sensitive components. When your hard drive has failed you should immediately contact a specialized data recovery company to submit your case for a free evaluation. Our technicians have experience handling failed hard drives, and know the proper way to handle a broken drive to prevent further damage.

31. My laptop has water damage, are you able to recover my data from water damaged drives?

• Our technicians can recover data from water-damaged media. Media that has not dried out actually has higher chance of recovery than water-damaged drive that is fully dry. That’s right—it’s better for water-damaged media to stay wet, rather than dry out! This is unknown to many users as it seems counter-intuitive. The recovery success rate is largely dependent on the extent of the water damage, and how the water damaged various components of the drive.

32. If you can't recover my data, or I decide to decline recovery, do you cover the return shipment?

• Return shipment is included with successfully recovered cases only. If recovery is declined or unsuccessful, shipping and handling charges for the return of failed media will be the responsibility of the client. ReStoring Data is happy to recycle failed media on the behalf of clients, if they do not wish to pay for the return shipment of their failed devices.