Emergency service / Diagnosis

Diagnosis is a thorough examination of the media to evaluate the level and type of damage, assess the possibility of data recovery and costs of recovery.

Diagnosis includes cloning (copying sector by sector) the entire content of the medium to our hard drive. After this, the clone disk is being analyzed and the data is recovered to another hard drive which we call data disk. From data disk we make a list of recovered data which our clients can check on the customer service page on our website.

If a medium has some of the more severe defects (heads or motor on a hard drive and electric malfunction on flash memory), it is impossible to clone the medium without the intervention on it. Because of this, the client is informed of the malfunction type before the original state of the medium is changed.

Some information just can't wait, and that's why HelpDisc offers three levels of urgency.

Standard diagnsis

Standard diagnosis is a free service that lasts up to three workdays. Due to the importance of a well-established diagnosis, it may last longer, but the client will be notified about it within the specified period. After the diagnosis is complete, the client is informed of the results - type of failure and estimation of the chances for successful data recovery. If possible, the file list will be presented to the client which he can check in our customer service.

Emergency start

Emergency start is our service in which the diagnosis is performed immediately after receiving the media during working hours. Usually, the client is informed on the type of failure aswell as the cost of recovery, except when the media is received too late during the work hours for the diagnosis to be determined. Emergency start service is charged in addition to data recovery price according to our pricelist.

0-24h

0-24h is our special service that has absolute priority over all other activities. Data recovery is done immediately, regardless of working hours, weekends and holidays, until the ultimate recovery of data. 0-24h service is charged in addition to data recovery price according to our pricelist.

Emergency start and 0-24h services are charged regardless of the results of data recovery.