Frequently Asked Questions

Here are some frequently asked questions we get here at SERT Data Recovery on a daily basis. We hope these answers will help you along the way to getting your data back.

1. I don’t need (or want) my hard drive back so you don’t have to repair it, just get my data for me, so why do you need parts?

Answer: The reason why you have a data loss situation is because there is something seriously wrong with your hard drive. The drive has to work in order for us to recover your data. Our engineers have to temporarily fix your drive so that it operates properly. Data recovery companies do not repair drives to send back, repairs are only for the purpose of data recovery. When parts are required for repairing the drive, SERT purchases them from outside vendors, and are they non refundable.

2. Can’t you just take the platters out and put them in another drive?

Answer: Removing the platters and putting them in another drive is ONLY performed when there are issues related to motor, or spindle problems. This the most difficult, most expensive of all recovery types, and 98% of the time unnecessary.

3. Can SERT get my data back for me?

Answer: In the cases where the data was recoverable, we have a 100% success rate. This means that if it is humanly possible to recover your data, then we will get your data back for you. On the other hand, we are not magicians, if your data is not recoverable, we can not defy the principles of physics to get it back for you.

4. How much will it cost to get my data back to me?

Answer: Data recovery is an investment into recovering your memories, and valuable data pertinent to your life. We keep our prices reasonable, and based on the work required, NOT the importance your data. We have the nation’s lowest, flat rate prices, for all of our basic and advanced level recoveries. Please call us if you have any questions or concerns about our rates. We strive to provide the most value for your investment. We have built our business on 5 star customer service that is built upon customer satisfaction, and successfully returning data back to our clients time after time. 

5. How long will it take to do the evaluation?

Answer: Typically we have an average 2 – 5 day evaluation period. We do have emergency services available that provide a 24 hour evaluation. The extent of the situation, and damage of the storage media, will ultimately determine how long the actual recovery time takes. Unlike many companies, we take all precautions in preserving your data as it is when we receive it. This includes imaging the drive, and this can take some time depending upon the drive’s condition and storage capacity. We will always communicate with you, and we are available for your questions 24/7 via email and telephone.

6. How can I be sure my data is safe and secure when I send my drive in?

Answer: We regularly perform recoveries for law enforcement, government agencies, educators, doctors, lawyers, social workers, and just about anyone else that have privacy requirements relating to the data we are recovering on their hard drives. Our facility has controlled access, and a secure environment to make sure your data is safe, private, and confidential at all times.

7. What is the process for shipping my hard drive to your facility?

Answer: We provide free shipping to our Lab via USPS 2 day priority. The most important thing to pay attention to, is packaging your storage media properly. This includes preferably sealing it in a anti-static bag,  or the manufacturers original packaging. If that is not available, please wrap it good in padding, or bubble wrap (not foam or peanuts) and pack it in a corrugated cardboard box. Please make sure to include proper documentation and labeling if your sending in components from a RAID array.

Our mailing address is found here.

8. Do you have a clean room environment to open a hard drive up in?

Answer: Yes we do. Our clean room maintains less than one hundred particles larger than 0.5 microns in a cubic foot of air space. Our HEPA filtering system is maintained regularly. And we have a certification to prove it.

9. How do I get my data back? Do you put it back on the same drive?

Answer: Typically you never want to trust (or use) the media that has the problem, ever again. We are able to return your data in a few different ways: you can provide an external recovery media (we ask that it is new and USB 3.0), you can purchase one from us, or we have secure FTP download for a fee as well. *We do not upload to third party cloud storage like DropBox, etc.

We always encourage our clients to call us 1-800-553-5738 when starting a recovery case. Please call if you have any other questions not addressed here. If you would like to make a suggestion for a question that would have helped ease your mind, please let us know so we can consider it for this page.