Service Level Agreements
Guaranteed response times, recovery deadlines, and success rates for all our data recovery services.
Request SLA DocumentationOUR SLA GUARANTEES
We're the only UK data recovery provider offering contractual guarantees on recovery timeframes and success rates.
SLA Service Tiers
Choose the service level that matches your urgency and budget requirements:
Standard Recovery
- 4-hour initial response
- 2-5 day recovery timeframe
- 90% minimum success guarantee
- Business hours support
- Encrypted online delivery
- Basic diagnostics report
Priority Recovery
- 2-hour initial response
- 24-48 hour recovery timeframe
- 95% minimum success guarantee
- 24/7 support access
- Secure courier collection
- Detailed recovery report
- Priority lab scheduling
Critical Recovery
- Immediate response 24/7
- 6-24 hour recovery timeframe
- 98% minimum success guarantee
- Dedicated recovery engineer
- Emergency courier collection
- Comprehensive diagnostics
- On-site option available
- Post-recovery consultation
SLA Terms & Conditions
Our service level agreements include these key provisions and processes:
Response Time Guarantee
We guarantee to respond to your case within the specified timeframe:
- Initial diagnostic assessment provided
- Recovery plan presented
- No-obligation quote delivered
- Formal SLA agreement signed
Note: Response time measured from when we receive your device or data samples.
Recovery Timeframe
Our recovery process follows these guaranteed stages:
| Phase | Critical SLA | Priority SLA | Standard SLA |
|---|---|---|---|
| Initial Diagnosis | Within 2 hours | Within 4 hours | Within 8 hours |
| Data Extraction | Within 12 hours | Within 24 hours | Within 3 days |
| Data Validation | Within 6 hours | Within 12 hours | Within 1 day |
| Delivery | Within 6 hours | Within 12 hours | Within 1 day |
Success Rate Guarantee
We guarantee minimum recovery success rates based on service level:
- Critical SLA: 98%+ of identified recoverable files
- Priority SLA: 95%+ of identified recoverable files
- Standard SLA: 90%+ of identified recoverable files
Tip: Success rates are calculated based on pre-recovery assessment of recoverable data.
Remediation Process
If we fail to meet SLA terms, we provide these remedies:
- Response time failure: 25% discount on service
- Recovery time failure: 50% discount on service
- Success rate failure: Full refund of service fees
- Critical failures: Free secondary recovery attempt
Important: SLA terms do not apply to cases with physical damage requiring cleanroom work.
Enterprise SLA Options
Custom service level agreements for business clients with ongoing recovery needs:
| Feature | Basic Enterprise | Professional Enterprise | Platinum Enterprise |
|---|---|---|---|
| Annual Cases Included | Up to 5 | Up to 15 | Unlimited |
| Max Data Volume | 2TB per case | 10TB per case | Unlimited |
| Response Time | 2 hours | 1 hour | 30 minutes |
| Recovery Time | 24-48 hours | 12-24 hours | 6-12 hours |
| Success Guarantee | 95% | 97% | 99% |
| Dedicated Engineer | |||
| On-Site Recovery | Available | Priority |
Need a Custom SLA Agreement?
Our team will work with you to create a service level agreement tailored to your specific requirements.