Technical Diagnosis
In short
The Technical Diagnosis identifies the fault in your device and leads to the final quote. It is done in order of arrival, in 2 hours for hard drives (HDD) and SSDs, within opening hours. It is only charged if you decline the quote or the Advanced Diagnosis, or if the device is so damaged that no quote is possible: 30 EUR + VAT per device. In some cases an Advanced Diagnosis is needed, at a cost that is always stated beforehand.
What the diagnosis includes
Depending on the type of fault, the diagnosis may involve functional tests, physical inspection in an ISO 5 (Class 100) cleanroom and analysis of the electronics and the firmware. To reach the quote, the technicians may have to work on the device: work on the electronics (PCB), replace components or modify the firmware.
At the end, you receive the diagnosis and the final quote on your case page, with an email notification.
This work is needed for a complete analysis, but in rare cases it may cause further damage to the device or the data.
Diagnosis timeframes
| Device or case | Timeframe |
|---|---|
| Hard drives (HDD) and SSDs | 2 hours |
| RAID and NAS | 2 hours per device |
| USB sticks, memory cards and other flash memory | 12 hours |
| Deleted files and formatted drives | 2 to 4 days |
| Ransomware | 2 to 15 days, depending on the type of attack |
| Forensic analysis | stated after you contact us |
The timeframes count from arrival at the laboratory, in order of arrival and within opening hours (Monday to Friday, from 10:00 to 13:00 and from 15:00 to 18:00, except public holidays).
How much the diagnosis costs
For devices that were previously tampered with, or for logical faults, a different diagnosis price may apply, always stated before any work is done.
When an Advanced Diagnosis is needed
In some cases the Technical Diagnosis is not enough and an Advanced Diagnosis (DA) is needed, with more technical work. We always tell you beforehand, with the price. The DA is paid before it is done and is deducted if you accept the quote and the recovery succeeds, and is not refunded in any other case.
- opened by third parties or with broken seals;
- memory chips removed or firmware modified.
- corrupted or deleted files, or formatted drives;
- password or encryption (BitLocker, VeraCrypt, FileVault);
- RAID to be rebuilt;
- use of chkdsk or recovery software.
- ransomware, viruses or malware;
- liquids or fire.
Frequently asked questions
How long does the diagnosis take?
2 hours for hard drives (HDD) and SSDs, in order of arrival and within opening hours. For USB sticks and memory cards, 12 hours; for RAID, 2 hours per drive. The other timeframes are in the table on this page.
Do I have to pay for the diagnosis?
The Technical Diagnosis costs 30 EUR + VAT (36.90 EUR) per device and is only charged if you decline the quote or the Advanced Diagnosis, or if the device is so damaged that no quote is possible; return shipping costs are separate. If you accept and there is then no recovery, you have nothing more to pay apart from the return shipping costs.
What is the Advanced Diagnosis?
It is a diagnosis with more technical work, needed for devices tampered with before arriving, in complex cases (corrupted files, encryption, RAID) or after attacks and damage from liquids or fire. It costs 123, 184.50 or 369 EUR including VAT, depending on the case, is always stated beforehand, is paid before it is done and is deducted from the service if you go ahead.
Does the diagnosis tell me whether the data can be recovered?
The diagnosis identifies the fault and leads to the final quote, but it does not always tell us in advance whether the recovery will succeed.
Where do I receive the diagnosis?
On your case page, which is available straight after the online request, with an email notification.
Ready to start? Submit your online request or see how the full process works.
