Data Recovery FAQ

The Data Recovery Plan provides protection for data loss in qualifying products due to hard drive failure, viruses, and software issues, for example.  

Please refer to the specific Terms & Conditions for details and exclusions for your coverage options. 

Data Recovery Plan coverage begins on the product shipment date. It will be active for 2 or 3 years from that date, depending on the plan duration you selected for your device. For example, if you selected a 2-year plan:

Shipment and Plan Start Date: 4/1/2022
Plan End Date: 4/1/2024

Your qualifying product is eligible for one, in-lab data recovery attempt provided by Ontrack®. Ontrack will handle the entire data recovery process from start to finish:

  1. Submit a claim with Ontrack to get started.
  2. Ontrack will verify your claim and provide a pre-paid shipping label.
  3. Use the pre-paid label to send your device to Ontrack.
  4. Ontrack will evaluate your device to determine which files can be recovered.
  5. Review and verify the recovered files from the data recovery attempt.
  6. Ontrack will load your recovered files onto a replacement device.
  7. Ontrack will send you the replacement device with your recovered files. 



To submit a claim with Ontrack, you will need to provide the following information:

  • Order Number
  • Device Serial Number
  • Plan Start Date
  • Plan End Date

All required information can be found in your shipment confirmation email or in the Service Plans tab of your account.