The first step on the path to data recovery begins with the initial contact with the DriveSavers team. There is a large staff of support professionals, with only a few shown here. Their job is to do a preliminary analysis of the situation, and advise the potential customer through any steps needed to begin the data recovery process. These representatives are trained to help those who have just experienced data loss.
The shock of losing data usually lends some hysteria to the initial contact. Dealing with customers who are in a frantic state, and usually with little technical knowledge, takes patience. The customer service team at DriveSavers is sensitive to the needs of the customers, and takes calls 24x7.
The initial contact is also important to minimize the amount of additional damage. The natural response to data loss is to attempt to recover the data. Often customers attempt to fix problems themselves and render the data unrecoverable. The key is to isolate the device and get it into the hands of the professionals; often the first chance at recovery is the only chance.
Customers are given shipping options to send the device to DriveSavers. Upon receipt of the device, DriveSavers evaluates the device to determine if the data is recoverable. Cost is determined by the amount of data to be recovered, and how fast the customer requires their data back. DriveSavers also has a "Zero Data, Zero Dollars" policy. If they cannot recover the data, they do not charge for their services.
A key part of the DriveSavers process begins in the purchasing department. Here they source the requisite components to repair drives, and drives are purchased with the specific intention of using them for parts. Purchasing 'donor drives' in advance keeps turnaround time to a minimum. A large inventory of donor drives is critical, and we can see that these often include older drives well beyond the manufacturer warranty.
The racks of older equipment illustrate the scale of the challenge. There are a number of huge 5.25-inch HDDs and an assortment of more common 3.5-inch and 2.5-inch drives. The interesting advertisements on the walls also illustrate the complexity of the issue. One old advertisement touts 300 Mbytes of data for a reasonable price under $20,000. Older equipment is still in use in production environments and in home computers, so finding these hard-to-source components is critical. Addressing a 25-year history of storage devices requires a skilled purchasing department.
DriveSavers not only addresses a long history of storage devices, but they have to stay on the cutting edge. New unreleased storage devices are already in their labs for testing. This allows them to prepare for the eventual failure of new devices.
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