Our Two Distinct Service Levels: Priority and Critical-Response*
Priority Service
- In-lab service.
- Free evaluation.
- No files = no charge.
- If an accepted recovery is not as
promised, Iomega Data Recovery Services will do
everything possible to rectify the recovery or refund all or
part of the recovery fees paid.**
Priority service means that Iomega CSRs and lab personnel
devote an extraordinary focus to each job that begins with
the first phone call from the customer.
Both common and complex recoveries are performed under
our Priority Service.
- Upon receipt of the customers' media, the Iomega CSR
immediately informs the customer of their case number
and password, and that their job has arrived and that we
have already begun our evaluation process.
- The method of communication, based on customer
preference can take place via phone, email, fax and of
course, our web-based online Progress Report system
available on a 24/7 basis.
- Initial evaluation results are communicated as soon as
they are available, often within a few hours of receipt.
- Most customers are contacted about their job status
within 10 business hours.
- Our customer service process involves intense communication
between the lab, the CSR and the customer and is based
on years of successfully retrieving lost data.
- Each case is unique and sometimes requires several
cycles of questions and answers before we present the
customer with a quote.
- After the customer has approved the quote, the lab proceeds
to the next stage and produces a list of the files that can
be found, the "estimated condition" of the files and any
other pertinent information. The CSR then confirms with
the customer that we have indeed found the data they
need and are willing to pay for. With this confirmation in
hand, we proceed with the final stages of the recovery.
- We present a summary of the outcome to the customer,
and then secure payment prior to shipping the data back
to the customer on the return media of their choice.
- Whether the Priority Service can be completed within one
day, a few days or more depends on the availability of the
customer for the Q&A process and the complexity of the
recovery job.
- CSRs are available six days per week – Monday-Friday
from 8 a.m. through 7 p.m., and Saturday 9 a.m. through
5 p.m. (EST). Web site and voice mail support is available
24/7 and customers with extremely urgent needs can use
these to access our emergency Critical Response Service
that operates on a 24/7 basis.
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Pricing for Priority Service
- Minimum charge is normally $500.
- "No fault" recoveries that can be completed during the
evaluation process are performed at a nominal cost to
cover shipping and return media.
- Complex cases involving servers (RAID/NAS/SAN etc) or
tape media typically start at about $5,000 and range
upward from this point, depending on the amount of time
and resources which must be devoted to each case.
Critical-Response Service
Critical-Response Service is available 24 hours a day, seven
days a week. The Iomega Critical Response Team comprises
the best of the best data recovery technicians who take turns
being on rotational standby, ready to travel anywhere at a
moment's notice.
The team is responsible for all kinds of complex recoveries,
including combinations of network servers, RAID, NAS, SAN,
tape autoloaders and optical jukeboxes, and corrupted file sets
in software platforms such as SQL, Oracle and Exchange Server
On-site service is available for emergency situations where
immediate shipping to one of our labs is not feasible or security
procedures prevent the media from leaving the data center.
Whether the case is handled
in the lab or on-site, we work
around the clock to restore
mission critical operations
Our first step is always to
analyze and then stabilize the
situation before we attempt
the recovery.
Pricing for Critical-Response Service
*Contact www.iomegadatarecovery.com for service evaluation and estimated pricing. Iomega's specific customer support
policies (including fees for services) and procedures change as technology and market conditions dictate. To obtain information about Iomega's current policies and
pricing, please visit www.iomega.com/supportpolicy.html .
** Shipping charges may apply
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