Specialist · emergency recovery
When the main server of an entire Exeter based business fails, then there's no time for a queue. A priority case goes to the front of the list, gets diagnosed the day it arrives and is imaged continually throughout the working day. What we will not provide in terms of service is theatre about how our laboratory never sleeps: just what 'urgent' really means.
Talk it over with an engineer
0800 6890668
| What's wrong | What it usually means | Step one |
|---|---|---|
| Your firm's server/array (the heart of it) is dead | There are multiple disks that require imaging and reassembly, and this immediately makes it priority work. | Begin the conversation by saying "business down" |
| The rebuild failed half way through and everyone stepped back from working on it. | Wise: every time you try again you will lose something else you can't get back. | Turn off the power, then make a call. |
| The specific date for your task is dependent upon those files. | Tax filing deadline, hearing or submission: we'll fit this into our timeline around that date. | Tell us what that exact date is. |
| The last copy of an item that cannot be replaced has died. | While urgency has traditionally referred to business requirements, personal archives such as a family archive can be considered urgent too. | You can expect a clear indication of where your item fits into the process. |
| Currently, active ransomware is running on your system | Start by cutting it off, save your evidence, recover afterwards | Disconnect the network; do not touch the power supply |
Your device will be logged under its own case number on the day it comes into our lab. The engineer who works on your device identifies the problem with it, clearly states what we think has a good chance of coming back and provides you with one fixed quote. There are no charges for this assessment; there is no obligation for you to do anything; and paid work does not begin until you authorise us to start.
Say "business down", or give the deadline you're facing, when you ask for a quote: this will be marked as high priority immediately, and we can give guidance on the best route and clear bench space prior to its arrival. We don't collect from you: post it, or drop it off at the Bristol intake lab, Monday to Friday, 9am to 5:30pm, with no appointment needed.
Your diagnostic date will be the same as the date on which your device arrives. Your device is then imaged continuously during working hours, before any other scheduled work. If you need an update at any time, simply phone us to receive a progress report.
Once the recovered files are identified as being included in the list you designated "critical", we begin arranging the return (via secure data transmission, by courier service or for collection) so that you can get back into production as quickly as possible.
You have access to a complete list of every item recovered from your device, which you approve prior to any fees being applied. The files will be returned via new media (brand new) with the return postage paid by us, and the case remains open for as long as it takes to confirm that all the files open properly on your own machine.
The arithmetic under every speed promise: recovery time depends on five things: what broke, how large the disk is, the condition of the media, whether or not there is a compatible donor available, and what else has been attempted prior to us seeing it. Therefore, you will see our hours of operation here instead of a never-closed icon: priority service takes place uninterrupted Monday to Friday, 9am to 5:30pm, we diagnose your device the day it arrives, and we provide a timeline as soon as one can honestly be given.
Monday: the RAID under the booking system went down and had one botched rebuild already on the books. Tuesday we imaged each of the members in order. On Wednesday the array came together (virtually). By Thursday at lunch time a verified database was up and running again. Priority scheduling, no need for theatrics.
With priority handling, a logical fault on a healthy drive can be resolved within one to two working days. Any failures of hardware or any multi-disk array issues take longer, and that will always depend upon imaging speeds, rather than the amount of effort our engineers put into resolving your issue. On the day we complete the diagnostic process for your problem, we provide you with a realistic timeframe for when your issue will be resolved.
No. And we would advise you to view any lab claiming to perform round-the-clock mechanical work as potentially suspect. Our business operates Monday to Friday, 9am to 5:30pm. If you present us with an urgent problem it will go straight to the top of our queue, and the engineer will work on it solidly until they leave at the end of their shift each day. This is fast, described honestly.
Before the diagnosis process starts, no honest laboratory will set a date for fixing a physical issue with your hard disk (the speed depends upon the donor parts and how well your media has held up). When the hard disk arrives at the lab we will put it in the front of our diagnostic line-up and complete a diagnostic that same day. We also give you a straightforward answer as soon as possible after we have a reasonable estimate of how long it will take.
Yes. Going priority means your job will jump ahead of all other jobs in all queues we have. You will know the exact amount from the fixed written quote prior to agreeing to proceed; and regardless of which path you choose, the diagnosis is free.
Every time a failing hardware component is powered back up, there is additional lost data. First open a case with us: the inspection (look over) is always at no cost, whichever way it goes.