Iomega Data Recovery Services

   Data Protection and Recovery Handbook

Iomega's Data Recovery Process


Initial Inquiry and Consultation Process

A good data recovery consultant will seek to analyze, preserve and stabilize the current situation, in order to fully grasp the situation at hand. An Iomega Data Recovery Services Customer Service Representative (CSR) will be able to confirm that you have a data loss situation that they can help you with.

Once a data loss situation has been confirmed, you will either ship the problem media to the nearest Iomega lab or arrange for on-site service if required.

If possible, we recommend removing the media from the computer before shipping. Beware of creating electrostatic discharge while handling your media.

Starting the Recovery

After carefully inspecting the problem media and reviewing all the information available about the case, Iomega technicians begin a "mirroring" process if the submitted unit is physically functional, (i.e. they make a special copy of the media in question). In most cases all subsequent recovery activities take place on the mirrored copy. As the media in question may completely fail under repeated use, using this process increases the chances for a complete recovery and preserves the original media in case further access is required.


Next Recovery Steps

Approximately 70% of cases have some sign of physical failure. If this is severe, some hardware fixes may be necessary before even the mirroring can take place. These would include:
  • "board swap" whereby a defective printed circuit board (PCB) on the drive is exchanged for a working board.
  • A "head transplant" whereby a defective read/write head on the drive is exchanged for a working head.
  • A "platter or motor transplant" for certain models.
Logical or software retrieval, working with the mirrored copy, comes next while the technicians focus on the customer's priorities.

A detailed account of the recovery and customer service process at Iomega follows in the next section.

Monitor Your Case Online, Anytime

Our web-based, online, proprietary "Progress Report" system forms the "central nervous system" of the Iomega Data Recovery process. Progress Report records and publishes timeline and other commitments to our customers.

Our staff members also use Progress Report to document and manage our workflow process. It is maintained by Iomega staff across all our locations and is a primary tool to enforce ISO 9001:2000 compliance and provide extraordinary customer service levels. It is an integrated system serving all departments in all locations, while maximizing the efficient use of resources.

Customers use their case number and an issued password to gain access to the Progress Report system via the Iomega web site and can self-track the step-by-step process involving their media's recovery and review related quotes and invoices.
Back to: « Table of Contents          Next: Iomega Priority and Critical-Response Data Recovery Service Levels »
   Iomega Data Recovery Services     Toll Free: 1-866-852-5649     www.iomegadatarecovery.com