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Home > About Us > SalvationDATA Tech Support Options

SalvationDATA Tech Support Options

SalvationDATA provides free tech support for all the products and solutions by emails, phone calls, online chats, official forums and the tailor-made Remote Assistance in our working time (9am to 6pm GMT +8). The tech support helps you get used to our data recovery tools and solutions and to accelerate diagnosis and resolution.

SalvationDATA brings you two capabilities as below:

  1. Constant technical support
  2. Real time troubleshooting

As the customers and Remote Assistance Applications increase, SalvationDATA will re-classify the tech support options from 1 July 201, to ensure the Remote Assistance quality and to make sure Remote Assistance available for every customer. The tech support by emails, phone calls, online chats, official forums remains the same.

There will be two categories of Remote Assistances: Free Remote Assistance and Premium Remote Assistance. Both are available for all customers.

1 .Free Remote Assistance

Free Remote Assistance is available for every customer during the working time (9:00am to 6:00pm GMT +8) but with the maximum of six cases every month. The customer needs to pay for the Remote Assistance for extra cases within the month.

A. One Remote Assistance case deals with one storage media, HDD or flash memory device. Once the problem is solved, the Remote Assistance will be stopped.

B. The engineer will explain step by step to the customer on how to analysis and diagnosis the problem. The customer can ask engineer about the details.

C. Remote Assistance can ONLY deal with logical and firmware recovery problems. The physical recovery including burned PCB, head and platter problem are NOT covered by Remote Assistance. The customer should diagnosis beforehand.

D. Please prepare the donor firmware and hard drive disks to maximize the success rate of Remote Assistance.

2. Premium Remote Assistance

A. The charges for Premium Remote Assistance in our working time (9am to 6pm GMT +8) for the customers who has used up all the free cases are as below.

    i. If the data recovery is successful, the charge is 20 USD per case;

    ii. If the data recovery fails and the Remote Assistance takes more than half an hour, the charge is 10 USD per case

    iii. If the data recovery fails and the Remote Assistance takes less than half an hour, there will be no charge.

B. If the customer wants to take precedence rather than waiting in the queue of Free Remote Assistance applications in our working time (9am to 6pm GMT +8), the customer can choose the Premium Remote Assistance. The charges for prior services are below

    i. If the data recovery is successful, the charge is 30 USD per case;

    ii. If the data recovery fails and the Remote Assistance takes more than half an hour, the charge is 20 USD per case

    iii.If the data recovery fails and the Remote Assistance takes less than half an hour, the charge is 10 USD per case.

C. The Remote Assistance beyond our working time (9am to 6pm GMT +8) is available for reserved with the charges as below.

    i.The cases during07:30pm ~ 00:00am GMT +8 with successful data recovery will be charged 60 USD per case. If the data recovery fails and the Remote Assistance takes more than half an hour, the charge is 20 USD per case. If the data recovery fails and the Remote Assistance takes less than half an hour, there will be no charge.

    ii. The case during 12:00am ~ 01:00am GMT +8 with successful data recovery will be charged 120 USD per case. If the data recovery fails and the Remote Assistance takes more than half an hour, the charge is 40 USD per case. If the data recovery fails and the Remote Assistance takes less than half an hour, the charge is 20 USD per case.

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