Data recovery can involve private photographs, business records, correspondence, credentials and other sensitive information. This page explains the minimum handling practices applied to a case.
Contents
- Case identification and custody
- Access is limited to the recovery purpose
- Passwords, passcodes and encryption keys
- Working copies and destination media
- Retention and deletion
- Original devices and uncollected property
- Confidentiality requests and NDAs
- Website and form information
- Authorised ownership
- Special security requirements
- Discuss a confidential recovery case
Case identification and custody
Obtain a case reference before sending a device. On arrival, the device is matched to the submitted customer and device information. Keep courier tracking and photograph serial labels before shipping. RAID members should be labelled by original bay order.
Access is limited to the recovery purpose
Devices and extracted files are accessed only as required to diagnose the failure, perform approved recovery work and verify the priority data. We do not publish customer files or case details without separate, informed permission. Where another specialist or service provider would be required, that is disclosed before transfer.
Passwords, passcodes and encryption keys
The public enquiry form does not request secrets. It asks only whether the required credential is available. If an accepted case needs a passcode, FileVault password, BitLocker key, NAS key file or account credential, we arrange a separate method and explain why it is needed. Do not place credentials inside the courier parcel.
Working copies and destination media
Where technically possible, work is performed from an image or controlled copy rather than repeatedly modifying the failing source. Recovered data is written to separate destination media or another agreed delivery method. Customer-supplied destination drives must be suitable, empty or explicitly approved for erasure.
Retention and deletion
A temporary copy of recovered data may be retained for up to 10 working days after release to address transfer problems. It is then scheduled for deletion unless a different period is agreed in writing or retention is legally required. Do not treat the lab copy as a backup; verify the returned data and create at least two independent backups promptly.
Original devices and uncollected property
Tell us whether original devices and parts must be returned. Return, assembly and courier charges may apply. Equipment or data not collected within the period stated in the service terms may be securely disposed of after reasonable notice, subject to applicable law and any agreed arrangements.
Confidentiality requests and NDAs
Businesses, professional advisers and other organisations can ask to review a confidentiality agreement before sending a device. Tell us about regulatory, legal-hold or chain-of-custody requirements at the outset so we can confirm whether the service is suitable before accepting the case.
Website and form information
Online forms collect the information needed to respond and manage the case. Avoid uploading unrelated personal files. Uploaded device photographs can contain embedded metadata. The website may use anti-spam, analytics, ecommerce and payment services governed by their own processing terms.
Authorised ownership
By submitting a device, you confirm that you are its legal owner or are authorised by the owner to request access to the data. We may request additional proof when ownership or authority is unclear.
Special security requirements
Customers with specific encryption, access, retention, audit, evidence or location requirements should obtain written confirmation that the service can meet them before shipping a device.
Discuss a confidential recovery case
Tell us what happened, what device you have and which files matter most. We will provide packing instructions for a tracked mail-in case or arrange a Timaru drop-off.
Submitting an enquiry does not authorise paid recovery work. Any applicable assessment, parts, media, courier or recovery charges are explained before you approve them.