Q&A
Frequently asked questions
Data recovery
We are aware of the responsibility when you entrust us with your data. Therefore, we constantly work according to the following criteria:
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- Your data enjoys the highest level of confidentiality and priority.
- Your data will be kept locked. Access for unauthorized persons is not possible.
- All files recovered during data recovery are deleted from our servers after copying to the transport medium after14 days at the latest.
- As a rule, we do not open or read your data at any time. Should it be necessary to open parts of your data due to a quality control, we commit ourselves to absolute confidentiality.
- The transport medium is sent or handed over to you in encrypted form. The decryption code will be sent separately.
Data recovery always takes place in our data recovery laboratory in Mönchaltorf near Zurich. In contrast to well-known competitors, your data does not leave Switzerland with us.
DEFECTIVE DATA CARRIER
In principle, the success rate depends on the condition or the type and progress of the damage of your disk.
In most cases we can recover all data (mechanical/electrical/logical media defect, fire, water, fall damage).
DELETED DATA
In principle, the success rate depends on whether and how often the medium has been written to after the data loss.
If the data medium or your data has not been written or overwritten after the data loss, e.g. by installing programs, updates, data transfer, etc., there is a high probability that your data can be completely recovered.
Please also read the following article:
Data loss – How to act correctly!
This is quite possible. Our infrastructure and the in-depth knowledge of our experts, as well as the availability of an international partner network, allow us to pursue various approaches to data recovery.
Not to our knowledge. We already use state-of-the-art technology and our experts have profound and comprehensive know-how.
In case of doubt, we request further information via our international network of experts.
The recovered data is stored on a new and encrypted medium (called transport medium). The decryption code for the data carrier will be sent to the e-mail address you provided when placing the order.
Encryption of the transport medium prevents unauthorized persons from gaining access to your data while it is being stored until you pick it up or while it is being shipped.
The transport medium is usually an external USB hard disk or a USB stick.
No, we must always comply with this standard and it is expressly designed to protect your data from unauthorized access.
You can decide whether we should return your data carrier or dispose of it properly.
After receiving the data recovery order, you will receive a clear file list from us. This contains a listing of all recoverable files in your usual filing structure as a tree view. In exceptional cases the file structure cannot be restored, in this case you will get a file list sorted by file type (depending on the state of the disk).
Folder with the name “!Problem
If the file list contains a folder named “!Problem”, it means that the files contained in it are not available.
Photo files in this folder marked with “Header OK” may be partially or fully usable despite minor errors.
Costs & Payment
The exact cost of data recovery can only be determined after the data recovery analysis has been performed. These always depend on the degree of damage and the urgency of the restoration.
For non-urgent cases, we offer data recovery at a low flat rate with our Economy and Priority solutions, free analysis included.
The invoice is paid in advance. The return of the data takes place after receipt of your payment.
If a pickup of the recovered data at our headquarters in Mönchaltorf has been arranged, you can also pay the invoice in cash on site.
Pre-payment applies for pick-up at one of our pick-up locations, as on-site payment is currently not yet possible.
Economy and priority models
In case of cancellation of the offer we charge a handling fee of CHF 50.00 plus VAT. CHF 25.00 shipping costs for the return of the data carrier. The analysis performed remains free of charge.
Business and emergency models
We only charge the respective analysis flat rate (see price tables).
Demolition after order placement
If you cancel the order after you have already given us your consent to carry out the data recovery, we will charge 20% of the order amount if we have already started with the data recovery.
Variable costs
For an internal storage medium (e.g. in a laptop, desktop, iMac, etc.), which first had to be removed by us for the purpose of analysis, we charge a flat rate of CHF 50.00 (even if the offer is cancelled; Economy, Priority, Business and Emergency).
After receiving the file list, you can revoke the order without any cost consequences if the data you need cannot be recovered and the data still available is of no use to you.
In the event that you decide to save the data that is still available, the amount of the offer will remain the same, as the effort required for this is the same.
Collection / Delivery
- By Swiss Post after invoice payment
- or also by pick-up at our location in Mönchaltorf. The invoice payment is made on the spot in cash. At the time of collection, you must identify yourself by means of an official identification document (driver’s license, ID, passport, alien’s identity card).
For security reasons, we always send you the decryption code for your transport medium separately by e-mail, even if you pick up the transport medium.
As soon as the transport data carrier is ready for collection at our branch in Mönchaltorf, we will send you your collection invitation by e-mail.
At the time of collection, you must identify yourself by means of an official identification document (driver’s license, ID, passport, alien’s identity card).
For security reasons, we always send you the decryption code for your transport medium separately by e-mail, even if you pick up the transport medium.
No, you can of course instruct a third party to collect the goods if you inform us in advance by e-mail, stating his name.
The person collecting the vehicle must identify him/herself by means of an official document of identification (driver’s license, ID, passport, alien’s identity card).
Yes, because the transport medium is immediately encrypted after saving your data.
Without the decryption key, which will be sent to you separately by e-mail, access to your data is not possible.
No, we must always comply with this standard and it is expressly designed to protect your data from unauthorized access.