SalvageData Frequently Asked Questions

Question 1

How does the data recovery process work?

Accepted Answer

Our process begins with a free evaluation where our engineers diagnose your device. We then provide a quote and timeline. Once approved, we perform the recovery in our ISO certified clean room. Finally, we transfer your recovered data to new media and return it securely.

Question 2

What is included in data recovery services?

Accepted Answer

The data recovery process begins with a free in-lab evaluation to determine the cause of data loss and what it will take to restore your data. If you decide to move forward with the recovery process, our team of certified professionals will work quickly and securely to get your data back. All data is recovered in our ISO-certified laboratory and we follow strict privacy standards, such as HIPAA.

Question 3

What is your success rate?

Accepted Answer

We maintain a 96% success rate across all device types. Our success depends on the severity of the damage and how the device was handled before reaching us. To maximize success, avoid attempting DIY recovery or running recovery software on physically damaged drives.

Question 4

Do you offer a guarantee?

Accepted Answer

Yes, we offer a "No Data, No Charge" guarantee. If we are unable to recover your data, you do not pay for our recovery services. Evaluation fees may apply in some cases.

Question 5

Does data recovery affect my warranty?

Accepted Answer

SalvageData's data recovery services will not void your warranty. Our business is registered as an official Microsoft Trusted Partner, and an Apple Independent Repair Provider, so you can rest assured that your device is in capable hands. It's important to note that if you attempt to recover data yourself using methods that are not recommended by the manufacturer, you could void your warranty.

Question 6

Why can't I recover my data at my local IT shop?

Accepted Answer

Local IT shops typically lack the specialized equipment, controlled environments, and trained expertise required for complex data recovery procedures. Attempting recovery without these resources significantly increases the risk of further damage or permanent data loss. At SalvageData, we have invested in state-of-the-art facilities, an ISO-certified cleanroom, and extensively trained our technicians to safely handle even the most challenging data recovery cases, maximizing your chances of a successful restoration.

Question 7

How long does data recovery take?

Accepted Answer

Standard recovery typically takes 5-7 business days. Emergency 24/7 service is available for critical situations. Complex cases like severe physical damage or RAID arrays may require additional time.

Question 8

What are the differences between ECO, Standard and Emergency service?

Accepted Answer

Emergency: time critical recovery with 24/7 assistance year-round, including weekends and holidays. We start the recovery process as soon as we receive the drive at our lab. Standard: 5-7 business days. Fastest turnaround time during business hours, Monday through Friday. Eco: queue based, minimum 2 weeks. Best value for when the data is not critical for day-to-day operations, available Monday through Friday and completed during normal business hours.

Question 9

Why does turnaround time affect the price?

Accepted Answer

Turnaround time determines when we start working on your storage device. If you need your data recovered ASAP we recommend our 24/7 emergency service, which means our team works day and night, holidays and weekends, until your data is restored. That dedicated capacity is what makes it a premium-cost service.

Question 10

How do I get my recovered data back?

Accepted Answer

Depending on the capacity of the recovered data, we will either send it on a brand new external media or via download. SalvageData's dual gigabit network technology allows for a faster and more secure download of the recovered data. Data downloads are limited to 50 GB for our Economy service option, 100 GB for Standard, and 500 GB for Emergency.

Question 11

Can I track the status of my case?

Accepted Answer

Yes. Every case includes access to our online service portal plus 24/7 direct access support, so you can check progress and reach an engineer at any point during the recovery.

Question 12

Do you offer onsite or remote recovery?

Accepted Answer

Yes. Larger storage media, server rooms and enterprise environments are often better served by remote access, or by an onsite service where a technician travels to your location. Call our team to schedule an appointment.

Question 13

How much does data recovery cost?

Accepted Answer

Data recovery costs vary based on the device type, damage severity, and required turnaround time. You can expect $300-$1,000 for more minor fixes and $1,100-$1,900 for major incidents such as disk crashes or water damage. RAID and server recovery can range higher. We provide a firm quote after our free evaluation.

Question 14

Is the evaluation free?

Accepted Answer

Yes, we provide free evaluations for most devices. Our engineers will diagnose the issue, determine recoverability, and provide a detailed quote with no obligation. In some cases, a small evaluation fee may apply for complex devices.

Question 15

Do you charge if you cannot recover my data?

Accepted Answer

No. Our "No Data, No Charge" policy means you only pay if we successfully recover your data. If we cannot recover any usable files, there is no charge for our recovery services.

Question 16

Can I get an estimate before shipping my device?

Accepted Answer

Yes. Fill out the short survey on our Request Help page and we can give you an estimated price range for your specific situation right away. The firm quote comes after the in-lab evaluation, once we know exactly what the device needs.

Question 17

Do I have to pay for shipping?

Accepted Answer

No. We provide free pre-paid shipping labels for devices sent to our lab, and Emergency service includes expedited return shipping and door-to-door pickup and delivery.

Question 18

What devices do you recover data from?

Accepted Answer

We recover data from virtually all storage devices including hard drives (HDD), solid state drives (SSD), RAID arrays, NAS devices, SAN systems, USB flash drives, SD cards, smartphones, tablets, tape, virtual machines, and cloud storage.

Question 19

Can you recover data from a physically damaged drive?

Accepted Answer

Yes, physical damage recovery is our specialty. Our ISO certified clean room facilities allow us to safely open drives and perform component-level repairs including head replacements, platter transplants, and motor repairs.

Question 20

Do you recover data from SSDs?

Accepted Answer

Yes, we have specialized tools and expertise for SSD recovery. SSDs present unique challenges due to their architecture, but our engineers are trained in the latest SSD recovery techniques including chip-off recovery when necessary.

Question 21

Can you recover data from encrypted drives?

Accepted Answer

Yes, we can recover data from encrypted drives including BitLocker, FileVault, and VeraCrypt, provided you have the encryption key or password. Without credentials, recovery may still be possible in certain failure scenarios.

Question 22

Do you work with every manufacturer and brand?

Accepted Answer

Yes. Since 2003 we have recovered data from every major brand, including Apple, Asustor, Dell, Fujitsu, G-Technology, Hitachi, HP, IBM, Intel, Kingston, Kioxia, Lenovo, Lexar, Maxtor, Microsoft, OCZ, PNY, Samsung, SanDisk, Seagate, Sony, Toshiba, VMware and Western Digital.

Question 23

Can you recover from a RAID array with multiple failed disks?

Accepted Answer

Yes. RAID and server recovery is one of our core specialties, including arrays with multiple failed members, failed rebuilds, and controller failures. Do not attempt a rebuild before speaking to us, as it can overwrite the data we need.

Question 24

How do you protect my data during recovery?

Accepted Answer

We maintain strict security protocols including secure chain of custody, SOC 2 Type II compliance, encrypted data handling, and NDAs upon request. All recovered data is securely wiped from our systems after delivery.

Question 25

Are you HIPAA compliant?

Accepted Answer

Yes, SalvageData is HIPAA compliant and regularly handles sensitive healthcare data. We can sign Business Associate Agreements (BAAs) and follow all required protocols for protected health information.

Question 26

Can you sign an NDA?

Accepted Answer

Yes, we routinely sign Non-Disclosure Agreements for clients who require additional confidentiality assurance. Contact us to discuss your specific requirements.

Question 27

What certifications does SalvageData hold?

Accepted Answer

We are ISO 9001:2015 certified, undergo annual company-wide SOC 2 Type II audits, hold an A+ BBB rating, are GSA contract holders, and are HIPAA compliant. We are also a Microsoft Trusted Partner and an Apple Independent Repair Provider.

Question 28

What happens to my data after the recovery is delivered?

Accepted Answer

Recovered data is retained only long enough for you to confirm delivery, then securely wiped from our systems. Chain of custody documentation is maintained for the entire time your device is with us.

Question 29

Do you offer shipping for devices?

Accepted Answer

Yes, we provide free pre-paid shipping labels for devices sent to our lab. We use secure, insured shipping and provide tracking throughout the process. We also have over 100 drop-off locations nationwide.

Question 30

How should I pack my device for shipping?

Accepted Answer

Pack your device in an anti-static bag if available, surrounded by at least 2 inches of bubble wrap or packing material on all sides. Use a sturdy box and avoid packing peanuts, which can create static. Do not ship the device plugged into power. The step-by-step tutorial below walks through the whole process.

Question 31

What if I would rather not package the device myself?

Accepted Answer

Take advantage of SalvageData's partnership with FedEx Office, plus any of our 100+ locations, where a representative will securely package and ship the device for you at no extra cost.

Question 32

Is my device insured during shipping?

Accepted Answer

Yes, all devices are insured during shipping to and from our facility. We maintain chain of custody documentation throughout the process for your peace of mind.

Question 33

Why do I need to ship my device to you?

Accepted Answer

Shipping your device directly to our secure facilities ensures data integrity and minimizes the risk of further damage. Our specialized clean room environment and proprietary tools are designed to safely handle delicate storage components. By entrusting your device to our experts, you benefit from our advanced data recovery capabilities, comprehensive diagnostics, and proven success rates.

Question 34

Can you pick the device up from me?

Accepted Answer

Yes. Package the media using the tutorial below and schedule a free pickup where we come to you, or drop the packaged media at any partnered FedEx location. Door-to-door pickup and delivery is included with Emergency service.

Frequently Asked Questions

General

Process & Turnaround

Compare turnaround service options

Pricing

Devices & Media

Looking for a specific device?

Security & Compliance

Audited, certified and compliant

Shipping & Drop-off

Three ways to get your device to us

Schedule pickup
Pre-package

Drop-Off
100+ location in the US

Onsite/Remote recovery
Services

How to package a media storage device

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