Payroll data locked in a crashed server two days before pay day. Only copy of tomorrow’s court documents. A manufacturing operation where the master recipe database was lost. This is the type of job that requires immediate service because time spent waiting will cost more than the cost of completing the work: same level of service discipline, compressed service schedule, quoted as one line item of cost on the quote.
Emergency status reorders anything that can be reordered: same-day intake when possible, diagnostic testing as soon as your device arrives instead of waiting in line, turnaround time for quotes will be hours, and once approved the recovery process continues through evenings and weekends, with updates made to an assigned point of contact at scheduled times. The one thing that emergency status does not reorder is discipline. Failing hard drives continue to be imaged with the same gentle care as all other failing hard drives (hastening a sick hard drive is how emergencies become tragedies), the same verifications happen before declaring ‘done’, and in most cases you still only pay if we recover your data. Emergency speed comes from reducing queue time and extending work hours, not from changing methods.
Real emergency situations are all alike: there’s an actual deadline, with an actual consequence (the business that cannot operate, the document that cannot be late, or the medical/legal deadlines that do not budge). Many bad losses are simply not emergencies: twenty years of family photos on a dead hard drive deserve attention, but not necessarily urgency; standard-track pricing does the same recovery at a lower cost. A part of the first phone call is determining what type your loss is, and we’ll also give you a straight answer if paying for priority gets you nothing worth paying for. If it is one, indicate this in the first statement, have your device’s history prepared, and the emergency track will begin running while you’re still on the phone.
A range of honest times rather than false promises: a logical error can be fixed the same day; mechanical repairs requiring replacement parts will generally require 24–72 hours after receiving approval based upon availability of those required parts; a complex array will take the time it takes to verify. The initial contact will give you an accurate timeframe for completion of your repair, not just advertising copy.
It appears as its own visible line on the quote after the diagnostic, with a size that will reflect exactly how many hours of overtime, how high a priority you have in our queues and how quickly parts will be available. There are no multipliers, and if we believe you will receive identical service from our regular service lanes, we will tell you this prior to you spending.
We are open from Monday to Friday between the hours of 9am and 5:30pm and will undertake emergency work outside of these times if arranged; this is part of the premium. To contact us please ring 0113 322 3083 and in our out-of-hours period, simply leave your name and phone number with the story. Emergency messages will be answered before other calls.