How to submit a case for evaluation
In order to submit a case for evaluation, click on the link at the bottom of this page and you’ll be directed to a short online form that will prompt you for the details we’ll need in order for us to evaluate your device. Here are a few tips for completing the form:
Contact Details – on the first page we need you to fill in your contact details so that we know who you are and how we get in touch with you. We will usually send the evaluation by email but we’ll follow up with a text message just in case the email gets caught in an overzealous spam filter!
Issue Details – this is where we need you to give us a few pieces of information about the device itself and you’ll see the following fields:
- Issue Subject – a short reference to the subject of the ticket e.g. Laptop Drive, Lexar Flash Drive, Broken SD Card, etc.
- Issue Details – this is where you can give us a few specifics e.g. dropped hard drive and now it’s clicking, dog chewed flash drive, SSD won’t power on after power surge, etc. along with details of any attempts that may have been made to recover the data.
- Issue Type – choose the device type from the following options on the dropdown list:
- SSD – any kind of Solid State Drive
- Hard Drive – any kind of mechanical computer hard drive or external hard drive
- Flash Media – this includes flash drives, micro SD cards, SD cards, CF Cards, etc
- NAS/RAID – multi-drive systems utilizing two or more drives in RAID configuration
- Other – laptops, floppy discs (yes, they’re still out there!), tablets, etc
and you’ll see a number of questions relating to that specific type of device. You may not be able to answer all of the questions but here are a few of the most important ones:
- Critical Data to be recovered – when we start a recovery we may be dealing with a very unstable device so we will always try to target the most important folders first, then move on to everything else we can possibly recover. As tempting as it is to write “EVERYTHING”, that doesn’t really help!
- Target Drive – let us know if you are sending in a target drive (i.e. a good drive for us to save the recovered data to) and make sure you label it as such (e.g. good drive, target drive, etc). If you don’t have a drive to send in, you can always send one in later or have us supply one at additional cost if needed.
- Format for Recovered Data – let us know how you would like the recovered data to be formatted. It doesn’t matter what format it was originally but we want to be sure that the data we send back to you is formatted for the system you use now.
And don’t worry if you don’t know the answers to all of the questions, when the device arrives we’ll contact you for any additional details we may need.
Terms and Condition – read the terms and conditions and sign the box at the bottom of the page and click done! You’ll receive an automated email with instructions for sending the device to us and we’ll let you know when it gets here.