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Frequently Asked Questions

Questions

1. How will you carry out a data recovery procedure?
2. How long does it take to finish a data recovery case?
3. Where are the data recovery procedures carried out?
4. What’s the price for data recovery service?
5. If there’s no data that can be recovered, do I need to pay any charge?
6. If you can recover the data but I reject the service, would there be any charge?
7. Can I open and check the files in the data recovery report list before I pay for the service price?
8. On what types of media can data recovery be conducted?
9. For what operating systems can data recovery be carried out?
10. What types of data can be recovered?
11. What types of failure can be handled in a data recovery service?
12. Will my potentially recoverable data be deleted during your operation?
13. What is your success rate of data recovery?
14. How will you protect my data confidentiality in a data recovery service?
15. What is the price of degaussing service?
16. Can media be reused after being degaussed?
17. How to verify that the media is fully degaussed?
18. Will the degaussers impact nearby human body or equipment during operation?
19. What is the price for data disposal services?
20. What is your procedure of data disposal?
21. Will you provide onsite data/media disposal service?
22. Will there be a working plan for a data disposal project?
23. After a media destruction task is finished, will you carry away the residue for us?
24. Do you provide certificates for data disposal?
25. Would there be noises during a degaussing/destruction process?
26. How will you guarantee data confidentiality in a data disposal service?
27. What is the price of data wiping service?
28. What standard is complied with for HDD data wiping service?
29. How do you carry out digital forensic service?


Answers

1. How will you carry out a data recovery procedure?
1) First of all, our specific engineer will check the physical status of the media with our proprietary data recovery equipment.
2) If there is a physical problem on the media, our engineer will fix it with professional tools in a class 100 clean room laboratory.
3) If the failure is due to a non-physical problem, our engineer will scan the media on computer in order to find out partitions, potential file list and percentage of recoverable data.
4) Depending on the situation of scan results, our engineer may consult with customer about specific or important files that they want to find, such as photos, movies, audios, documents, etc.
5) Our engineer and case manager will issue a clear report of the data recovery results with a corresponding quotation, the customer will view the data list and confirm whether to complete the recovery task and acquire data.
2. How long does it take to finish a data recovery case?
The time needed for completing a data recovery case depends on the media size and specific situation of data loss and media failure. In normal cases, a standard service takes 1~3 working days to conduct data analysis (examination), and another 2~3 working days to finish data recovery process. Customers can also choose Priority Service which takes no more than 24 hours to conduct data analysis and another 24~36 hours to finish data recovery process, or choose On-site Service (feasibility depends on problem situation and facility requirements).
However, there are also situations that the recovery procedure needs a longer time to be completed, such as when a hard drive suffers a severe physical damage and needs component replacements.
3. Where are the data recovery procedures carried out?
We will carry out the data recovery procedures in our self-owned laboratory (class 100 clean room) in HK. We use our own lab facilities and proprietary tools for data recovery projects.
4. What’s the price for data recovery service?
The price of data recovery service depends on the state of failure / damage, whether needs to replace components, etc. Our sales staff will provide a rough price range in the customer’s initial enquiry based on a brief learning of the problem. After the engineer examines the media and conducts data analysis, we will provide a specific quotation along with the report.
5. If there’s no data that can be recovered, do I need to pay any charge?
Our data recovery service is based on a No-Data-No-Fee principle. If no data can be recovered for the customer, we usually won’t charge any cost.
However, for SSD and Apple products (eg. iPhone, iPad), a minimum 
HK$1,000 analysis fee will be charged whether or not any data is recoverable.
6. If you can recover the data but I reject the service, would there be any charge?
If the data is found to be recoverable after our examination, but the customer rejects to take the service, a minimum HK$1,000 analysis fee will be charged.
7. Can I open and check the files in the data recovery report list before I pay for the service price?
If the customer wants to check the files before they settle the payment, he/she can come to our office to do that on our computer. The recovered data will not be provided before full payment is settled.
8. On what types of media can data recovery be conducted?
We provide data recovery service for a wide range of storage types, including but not limited to hard drive, micro drive, RAID, NAS, SAN, SSD, CF, SD card, Mico SD, MS, USB, magnetic tape (DLT, LTO etc), CD/DVD/blue ray optical disc, digital albums frame, MP3/MP4 player, PDA, PC, tablet, cellphone, smartphone, iMac, Macbook, Powerbook, iPhone, iPad, iPod, SyQuest, MO, JAZ, ZIP, floppy diskettes.
9. For what operating systems can data recovery be carried out?
Operating systems include but are not limited to Windows 2000/XP/Vista/7/8, Windows NT/Server2003/Server2008/Server2012, Windows 95/98/98SE/ME, DOS/Windows 3.X, Mac OS, Unix, Linux, iOS, Android, Windows Mobile, Symbian, Novell NetWare, OS/2, and any database systems.
10. What types of data can be recovered?
It is possible to recover almost all types of data, such as office documents, pdf files, images, audios, videos, databases, emails, etc.
11. What types of failure can be handled in a data recovery service?
There are mainly two types of failures: physical damage and logical problem. We will apply different methodologies and utilize appropriate tools according to each different situation.
Physical damages include platter scratch, head crash, circuit board injury, motor breakage etc. Possible symptoms include generating weird sounds.
Typical logical problems include accidental deletion, virus attack, MBR deletion (cannot boot), partition table gone, etc.
12. Will my potentially recoverable data be deleted during your operation?
This situation will not occur. We will duplicate the original device and only operate on the duplicates. All our tools used for duplication and recovery have write protect function, which means all data in the customer’s original device will not be impacted.
13. What is your success rate of data recovery?
The chance of success of data recovery is highly case-dependent. The estimation of a case’s success rate can only be worked out after a media examination and data analysis. Usually, a case with logical problem has a higher success rate than a case with physical problem.
14. How will you protect my data confidentiality in a data recovery service?
We guarantee 100% confidentiality for customer data. We have following features of service to ensure information security:
1) All media collected from customers will be under close custody and management during the whole service procedure;
2) Each data recovery project will be conducted and managed by certain personnel and will not be approached by other staff;
3) Our data recovery laboratory can only be accessed by authorized persons via finger-print identification;
4) Our office is equipped with surveillance cameras to safeguard both company and client assets;
5) We will sign a Non-Disclosure Agreement (NDA) for the data recovery service if the customer requires.
15. What is the price of degaussing service?
The price of degaussing service depends on several factors:
1) Quantity of media
2) Onsite/offsite service. For onsite service, a minimum price of HK$5000 is required.
3) Extra services, such as whether need to make a video for the degaussing process, whether need to verify degaussing by magnetic checker cards etc.
16. Can media be reused after being degaussed?
Except HDDs and LTOs, most medium are reusable after being degaussed.
17. How to verify that the media is fully degaussed?
Customers can choose our extra checker-card-verification service. The degaussing effect on a media device can be verified by the pattern change of the magnetic checker card before and after the degaussing process.
Usually, if the quantity of the media is large, we may pick out a proportion of samples to verify, such as 10 out of 100, 50 out of 1000, or according to customers’ own requirements.
18. Will the degaussers impact nearby human body or equipment during operation?
The degaussers are of fully enclosed design and the external magnetic fields generated during their work are lower than 1/10 of that of a mobile phone. So the degaussers are very safe for human and equipment that surround them.
However, we don’t suggest a person in a special physical condition (such as a pregnant woman) operate the degaussers.
19. What is the price for data disposal services?
Each data disposal service may have a different price. The main factors that influence the quotation include:
1) Types and quantity of media
2) Methods used for disposal
3) Onsite/offsite service
20. What is your procedure of data disposal?
For magnetic medium such as hard drives and magnetic tapes, the first step in a typical procedure is to degauss them, which deletes all data completely without any recovery chance. The second step is to destroy the medium either by breaking (such as a “V” shape destruction of a hard disk drive) or by shredding.
Besides, according to the customer’s requirements, we may carry out a final disposal activity for the medium. Normal methods include recycling, environment-friendly disposal, remarketing etc.
For non-magnetic medium, we will customize the procedure based on media type and customer requirements. For example, SSD disposal can be realized through shredding by certain shredders.
21. Will you provide onsite data/media disposal service?
In most cases, yes. We can provide both onsite and offsite services based on customer requirements. However, the cost of an onsite service will usually be higher than an offsite service. We suggest customers consider the cost and their specific needs and make decisions.
22. Will there be a working plan for a data disposal project?
Yes. Our project manager will provide a service proposal (working plan) for each disposal project, including full service steps, introduction of project manager & personnel, equipment to be utilized, etc.
23. After a media destruction task is finished, will you carry away the residue for us?
We are able to provide van-transportation to carry away the media residue for our customers. Specific service details will depend on service types and customer requirements.
24. Do you provide certificates for data disposal?
Yes. We issue a certificate for the degaussing service if requested by the customer. For disposal services that contain recycling activities, our recycling partner companies will issue special certificates for the customers.
25. Would there be noises during a degaussing/destruction process?
Our media destruction tools generate very low noise during work. The highest noise among those of all destruction tools is as low as 60DB.
Our degausser generates an instant sound during the 0.1 second functioning process. The noise volume is under the acceptable level, but in an onsite service, if there’re a large quantity of medium which require a long-lasting operation at the customer’s place, we suggest the customer prepare a separated room for implementing the service.
26. How will you guarantee data confidentiality in a data disposal service?
All client media and data will be under close governance throughout the whole service process. We will sign a Non-Disclosure Agreement (NDA) for the disposal service if the customer requires.
27. What is the price of data wiping service?
The price of data wiping service is decided by several factors including size of media, onsite/offsite service etc.
28. What standard is complied with for HDD data wiping service?
Our data wiping service for HDDs is usually compliant with DoD standard if there’s no special requirement by the customer. (U.S. DoD Unclassified Computer Hard Drive Disposition, 3 Overwriting Rounds)
29. How do you carry out digital forensic service?
Our digital forensic services are flexible and will suit different customer needs in different situations. We will discuss with the customer and make a particular service proposal in each specific case.
 
 


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