Data Recovery Process

Kroll Ontrack streamlines the data recovery process with a four-step course of action designed with you and your data in mind.

The Ontrack Data Recovery process involves four steps – Consultation, Evaluation, Data Recovery and Support. Watch the video below for more information about the data recovery process and our Australian clean room facility.

From initial consultation to ongoing support, more businesses and consumers choose Kroll Ontrack Data Recovery solutions and software in any data loss situation – from simple to the most complex and catastrophic file recovery jobs.

Data Recovery Consultation File recovery diagnosis file recovery process return recovered files

1. Free Consultation

2. Evaluation

3. Recovery

4. Return


Step 1: Free Consultation

If you have lost important files or data that needs recovering then the first step is to request a free consultation with one of our data recovery representatives. You can do this by filling out the contact form on our Contact Us Page or by calling 0508 872 259.

During the free consultation we will:

  • Assess your data loss situation to determine the best, most cost effective solution and pricing options – we provide tips and advice to ensure that you handle your hardware in a manner that reduces further damage and maximises the recovery potential. We may also provide advice such as contacting the hardware manufacturer to see if the cost of the recovery is covered under the product warranty or suggest running our software solution Ontrack EasyRecovery on the drive prior to sending it in for a full data recovery service.
  • We will discuss service level options (standard, priority, emergency or on-site) and provide you with a price range for your data recovery service.
Step2: Evaluation

After receiving the pricing information in step 1, you will be asked whether you wish to proceed with the pre-recovery evaluation. If you choose to proceed then the next step is for you to send us your media with a completed Service Agreement Form (click here for media shipping tips).

Upon receiving the media Kroll Ontrack Data Recovery engineers will analyse the damage and determine the condition of the data to see which files are recoverable.

We will then send you an Ontrack Verifile diagnostic report which contains a comprehensive list of all files that can be recovered and their condition, as well as an engineer’s report explaining the result of the diagnosis.

You will also be provided with a recovery timescale and fixed quote for the data recovery.

Step 3: Data Recovery

Once you approve the fixed quote you will be sent a data recovery contract to fill out and return. On receipt of the contract Kroll Ontrack will start your recovery.

During the recovery process our engineers will perform repairs and recovery of data using over 120 propriety tools. You will also be given access to our customer portal Ontrack Online that allows you to track your job’s progress, status and ongoing details of your recovery service in real-time.

Step 4: Data Return and Support

Once the data has been recovered we will deliver the recovered data on the media of your choice (external hard drive, CD, DVD, tape etc). You will be provided with some simple instructions on how to access and re-install recovered data and if you require additional assistance then we have world-class customer service and technical support staff available for assistance.

For more information about the Data Recovery Process or to get started with your free
recovery consultation, call 0508 872 259 or fill out the contact form on our Contact Us Page.