Ontrack Technical Support
Data Recovery

Please contact a data recovery representative if your question is not answered here.

What typically causes data loss?
Should I try to run some type of data recovery utility on my drive before I send it to Ontrack?
My drive is making a funny noise. Should I open it up and see what's going on?
How much does data recovery cost? How long does it take?
What makes Ontrack different from other data recovery companies?
Will you send my hard drive back to me after data recovery? What condition will it be in?
How can I keep a data loss situation from happening again in the future?
Can Ontrack get data back in a hurry if I need it?

Q: What typically causes data loss?
Data loss may result from one or more of the following: electro-mechanical failure, natural disaster, computer virus, data corruption or human error.

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Q: Should I try to run some type of data recovery utility on my drive before I send it to Ontrack?
Running a utility on a potentially corrupted drive puts your data at risk. A utility assumes that your drive is working at 100% both mechanically and electrically. If your drive is not performing at its optimal level, the utility will attempt to fix things that may not need fixing. The result is further data loss. Your best and safest course of action is sending your drive to Ontrack without delay.

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Q: My drive is making a funny noise. Should I open it up and see what's going on?
No. In order to open a drive, you must be in a clean room and have full knowledge of the drive's mechanics. Otherwise, your data may be irrevocably destroyed and your manufacturer's warranty will be nullified.

Instead, your most promising option is to contact Ontrack Data Recovery. Our technicians not only can protect and recover your at-risk data, they can do so in our Class 100 clean room without violating the terms of your equipment's warranty.

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Q: How much does data recovery cost? How long does it take?
The answers to these two questions are as unique and varied as the customers, equipment and data loss scenarios Ontrack encounters. Your best bet is to contact Ontrack and speak to a customer service representative. This individual will thoroughly explain the time and cost options that apply to your particular data recovery situation. The representative will also answer any and all questions you have before, during and after the data recovery process.

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Q: What makes Ontrack different from other data recovery companies?
Ontrack has an unsurpassed success rate and the best turnaround time in the industry (as few as one to five days). Our engineering staff has more than 500 years of combined engineering experience, as well as the world's most advanced data recovery tools and techniques. Plus, our clean room guarantees both the confidentiality of sensitive documents and the sanctity of your equipment's warranty.

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Q: Will you send my hard drive back to me after data recovery? What kind of condition will it be in?
Ontrack returns all customer hard drives in their original or improved condition. An Ontrack sticker will be visible on the drive to show that our engineers have worked on your equipment.

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Q: How can I keep a data loss situation from happening again in the future?
Electro-mechanical failures and natural disasters are impossible to anticipate. If you have a good backup (one that has been both tested and restored from), you can be up and running soon after a failure or disaster occurs.

However, no one is ever safe from a data loss situation. As a result, Ontrack offers a disaster prevention and recovery consulting service. This service will determine how vulnerable your system is to data loss or disaster and propose security enhancements that will further safeguard you against potential threats to your valuable information.

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Q: Can Ontrack get data back in a hurry if I need it?
Yes. Ontrack offers different service levels depending on your response-time needs.

For Emergency Service, we start immediately and work continuously, 24/7 until your data is recovered.

To eliminate days spent in shipping and customs clearance, try our Remote Data Recovery service: data recovery performed on-line via the Internet.

The cost of these services varies and will be tailored to meet your individual data recovery situation.

For more information about Ontrack data recovery services and capabilities,
please call Ontrack Japan today at:

In Japan: 0120-413-374
Phone: +81-4-2932-6365 or FAX: +81-4-2932-6370
e-mail: sales at ontrack-japan.com

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Last updated: 2017.01.23