Priority service will put your case at the top of our list so we can read the most urgent part of your data first. However, priority service cannot cause a failing hard disk to access data any quicker than it could before. More of the time involved in the process is usually determined within the hour before we are contacted than by anything we charge for.
Emergency service puts your case right on the bench and keeps you informed through each step of the process.
Important to note, as the word emergency is often misused in our industry.
Priority service allows your case to be placed at the front of the queue, and remain there. Your imaging begins upon receipt of your case, rather than the following morning. We assign an engineer to work solely on your case instead of having them rotate from one case to another. We provide status updates, rather than providing no information until the case is completed.
However, priority service cannot alter physical laws. It still takes as long as it takes to image a 4TB drive when there are bad sectors. A mechanical recovery still requires a donor unit and still requires bench time. No one is able to perform a same-day mechanical recovery on a failed head stack unit.
Honestly? Priority will reliably get your problem dealt with in three or four working days rather than ten (not hours).
You can have a good idea of the likely failure type, the possible solution and whether a donor is needed in about a 5-minute phone call. Many times this will save a full day at the start.
Each component in an array system (every member disk, controller, enclosure and power supply). If you are waiting for a missing disk on day 2, then your total lost time will be greater than any priority fee could recover.
If anyone tried rebuilding, used a repair tool or replaced a board, let us know. This would help us determine where we need to focus our initial efforts. Nobody here judges you for trying.
Let us know which date really matters. This determines which elements we focus on first (often the critical set), and then we'll finish the rest.
Recovery pricing remains standard (from £300 +VAT for a single disk, £500 +VAT for an array) with a priority surcharge added above that, and the surcharge amount will be given to you at the time of the diagnostic.
We will give you our honest opinion on whether using priority will make a significant difference to your deadline. If not, we would prefer not to charge for priority.
Yes to many logical faults, and no to all mechanical repairs. If someone tells you differently, then they are not describing what actually happens on a bench. Please provide us with your deadline and we will be honest with you about it.
Yes to true business-critical emergencies, arranged in advance. Please ring us rather than sending an email, as arranging it is a conversation.
This varies depending on fault classification. On logical repairs it reliably cuts the time in half. On mechanical repairs where a donor needs to be located, it helps less. Prior to payment, we will let you know which one applies.
Ring us, send everything at once, tell us which system needs to come back first, and often we can recover enough of your main database ahead of everything else so that you can start trading again sooner.
We do not collect equipment. For anywhere within about 30 minutes of Vision Park, bringing it here yourself is usually fastest, with no prior appointment required after you receive our quote. If you are further away, then send it insured and tracked.
You will know by the end of the diagnostic whether or not your project will make the deadline. An honest “no” on day one is far better for your project than a “maybe” that eventually becomes a “no” on day five.
Please inform us as to how this occurred and we will put your emergency project on the bench as a priority. A clear plan and a written price quote will be provided to you before any work begins.