DataRevive - Access Repair Service FAQ

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[ Frequently Asked Questions]

When do I pay for the service?

You only pay for the Access repair service once we have analysed the database file, provided a quotation and you have accepted it.

Where is your company physically located?

We are based in the Gold Coast (Surfers Paradise), Australia but provide services for clients around the world. 95% of our clients are based in the USA and take advantage of the favorable exchange rates between the American/Australia dollar.

In terms of time zones our office is open 24HRS a day, 7 days a week, 365 days a year. There is no need to consider time zones when contacting DataRevive. Someone will effectively respond to your job the moment it hits our servers.

What causes database corruption and what can be done to prevent it?

Microsoft has prepared an excellent article on this topic, and its available by clicking on the link below:

How to help prevent database corruption

What about the security of my data?

Security and confidentiality of your supplied databases is treated with the highest priority and care. The most secure way to submit a database for analysis is via physical courier. However, we understand that you may want to take advantage of our fast three hour turnaround, and will not wait the several days for delivery and return. Therefore, submitting the file over the internet is the only feasible method providing it is not greater than 100MB.

If submitting the file via email please make sure its no larger than 9MB. When zipping the file up, you may like to apply a WINZIP password to the volume. You can include details of the password in the 'Problem Profile' form. This way, even in the unlikely event your database is intercepted, cracking a WinZip password is difficult at best. Just make sure the password is greater than 10 characters and contains a mixture of lower, upper case characters and numbers then it is virtually impossible to crack.

Alternatively, when completing the problem profile form there is an option 'request secure FTP login password

What about the confidentiality of my data?

One technician is assigned to your job and will transfer the database to their local machine for analysis. Databases are not stored on network drives accessible by all employees of DataRevive. Once the job is complete, or there is the quotation we provide is decline or no response is received for 5 working days, the file is destroyed.

When you provide details regarding the problem we include a 'confidentiality deed' that we undertake to abide by. It promises that any data we receive will not be shared with any other person or organization, and we are legally obliged to return any files submitted to us on your request without delay.

How long does it take to complete the job and return the database?

For database repair jobs, most are completed and returned within 90 minutes of uploading the file to our servers, and we guarantee to respond within 2 hours providing a no obligation quotation. For more complex situations involving larger database files or severe corruption, the time will vary. Your technician will quote the time required when providing the free quotation and analysis.

The password cracking process can be instant for passwords that do not rely on any underlying encryption technology. In these cases, the password can be sent back instantly with a turnaround of minutes from when we have received your data file. However, for file formats that indicate 'brute force' technique require we will need anything from 1 to 10 days.'

Do you repair other types of corrupted office documents like Excel files?

No sorry, we only repair corrupted or damaged access databases. However, we do suggest www.excelfix.com who offer a software download for repairing corrupt spreadsheets.

Help! My job is urgent and I need my data back within minutes, not hours!

Please complete the data recovery problem profile form www.datarevive.com immediately and begin submitting the database to us. All jobs are treated as urgent, but place a note in the comments field that your website or system is down and this is super urgent. In these cases, we can prioritize even further and get your free recovery report to you ASAP.

Therefore, before uploading your file to our FTP server regardless of your internet connection speed it is vital the file is zipped up.

Once the submit form is complete this is essentially emailed from our web server direct to our dedicated exchange server located at our office in Sydney, Australia. The office is physically staffed 24 hours a day, 7 days a week, in three staggered shifts.

Our systems ensure that a technician is notified and action is taken immediately after you submit your details. You can rest assured that this instant response occurs 24hrs a day, 7 days a week (subject to no technical difficulties beyond our control!).

The technician will then analyze the file and email the results (which tables can be rescued, the severity of the corruption and quotation for repair) back to the sender within two hours (generally less) of gaining access to the file from our servers. Therefore, the complete turnaround to receive a quote is generally between 90 and 120 minutes.

The database size is massive, what is the maximum file size you can receive?

We can receive files of up to 200MB on our servers. However, this has never actually happened as most large Access databases when zipped with WinZip do not exceed about 150MB (even those which are 900MB+). However, if your database when zipped is larger than 200MB we may still be able to receive it.

On completion, the file will be sent back to you either via courier, FTP, email or on-site depending on your wishes.

After the file is received, you can continue to contact the allocated technician for any further questions or issues you may have with the file. The entire process including receiving your corrupted file will be completed same day (i.e. within 3-6 hours).

What happens after the database is recovered if I have questions or problems?

We will answer all support questions you have (whether regarding the recovered file or how to prevent corruption) for free.

What credit cards do you accept?

We accept all major credit cards inlcuding Visa, AMEX, MasterCard, BankCard and Diners.

Do you repair Excel spreadsheets and word docments?

Yes our other sister companies Repair-Excel.Com and Repair-Word.Com provide corrupt Excel and word document recovery services 24HRS a day.