Need Data Recovery - What do I do now?

You have a problem with your tape, hard disk or other computer media and want to know, what to do now? Follow the advice below we can help you.

1. Stop

Don’t rush at anything, trying to fix things yourself whilst under stress can make the problem worse. When you find yourself in a hole, stop digging.

2. Seek expert advice

Call Altirium send us an email or complete our online enquiry form, you will be put into contact with a member of our technical team who will listen to your problem and advise as to whether a data recovery is required.

If lab based data recovery is the best option your technical contact will do all they can to advise as to how complete a recovery is likely, how long it will take, and an estimated costs for the work.

You will be sent details of Altirium's data recovery service either by fax, email or post.

If the person you spoke to at Altirium has recommended that we examine the media that requires data recovery, use one of the following delivery methods.

1. By overnight courier: Reputable overnight courier services are available quickly across the UK. If you do not have a regular service that you use, companies such as DHL and Parcelforce, in the UK, have a web based service from where you can arrange a collection.
2. By direct courier: For larger or more sensitive items we recommend the use of a trusted direct courier. If you do not have a courier service that you use then call or email our customer services team for assistance and advice.
3. In person: You are welcome to bring your tape disk or other media to our laboratory. Our location can be found on our 'Contact Us' page.

Need Help? Contact our customer services team on 01296 658737 who will be happy to assist with any matters relating to shipping.

It is important that media is packed securely and with adequate padding to prevent damage during transit. If you have the original packaging this will usually be adequate.

It is also important that any static-sensitive devices, notably hard disks, are wrapped in anti-static material before being placed inside any other packaging material.

Impact protection should be on all sides of the media, foam and bubble-wrap are good for this purpose, foam bead type packaging is not ideal as the contents could shift rendering one side of the media vulnerable.

Your package should be clearly labelled, and a copy of the sender's information should also be included inside the package in case the external label becomes damaged or removed.

If you require a despatch label for your parcel, we have conveniently provided one for you: Despatch Label

When labelling your items it would be helpful to us if you would clearly mark them with the reference number given to you by our customer services team. The reference number can also be found on the top of the 'Diagnosis - Authorisation Form'

When your media arrives at Altirium, we will contact you to inform you of receipt.

Data recovery diagnosis will then be performed once authorisation and payment has been received. During this process the technical engineers will keep you appraised on the progress of the diagnosis. At the end of the diagnosis stage you will receive a report detailing the possible cause of the problem, if it can be ascertained, the extent to which data can be recovered and the final cost and time for completion of the work.

If at this stage you require clarification of any aspect of the report and the data that can be recovered then you may address these to your technical contact.

Completion of the recovery will only proceed on your authorisation if you are happy with the expected results and the costs involved.

Once work has been completed your recovered data will be despatched and you will be contacted with delivery details.

We do not consider that this is the end of the data recovery process. Only when you have your data reinstated and are happy with it do we consider the recovery to be successful. If there are any questions relating to the recovery our technical staff will be only to happy to assist.