Below are some helpful questions and answers about data recovery and our service plan offering. Utilize our Contact Us feature if you can not find what you are looking for here.
Q:What does the Seagate Rescue Service Plan cover?
- The Seagate Rescue Plan provides the Data Recovery Service ("DRS") feature for hard drive failure, viruses, software issues, and other problems that can cause data loss.
Please refer to the specific
terms and conditions for details and exclusions for your coverage options.
Q:What does a data recovery typically cost?
In-Lab Data Recovery Services are needed when data is lost due to hard drive physical failure. Without a Rescue Service Plan, recovery fees can cost hundreds of dollars; purchasing a Rescue Service Plan provides data protection at a fraction of the cost.
Q:What is the coverage period of my service plan?
Coverage under this service plan begins on the purchase date of the service plan. The expiration date is determined by adding the number of months of the term selected to the date purchased. For example, if you selected a 2 year plan term:
Purchase Date of Service Plan: 2012-2-12
Plan Term: 24 Months
Effective Date of Plan: 2012-12-2
Expiration Date of Plan: 2014-11-2
*Any repairs covered under the OEM warranty will NOT be covered under the service plan.
Q:Who should I contact if I need service or need to file a claim?
Once you sign up, you will receive a copy of the Service Plan terms and conditions which will include instructions on making a claim. You may call the Plan administrator at 1-800-672-1286. Our recovery specialists will walk you through the appropriate steps to file a claim.
Q:Can I cancel the plan at anytime?
You may cancel this Service Plan by informing the Administrator of Your cancellation request within 30 days of the purchase of the Service Plan and You will receive a 100% refund of the full Service Plan Purchase Price, less any claims paid by Us. If Your cancellation request is made more than 30 days from the date of purchase, You will receive a pro-rata refund of the Service Plan Purchase Price, less any claims paid by Us.
Q:How do I cancel my plan?
You can cancel by sending a letter to the Plan administrator at:
AMT Warranty Corp. of Canada
c/o Rescue Service Plans
P.O. Box 850
Fairfield, CT 06824-0850
Or you can call the Plan administrator at 1-800-672-1286.
Or email: support@rescueplans.com. If you submit your cancellation request in writing, please be sure to include your contract number, date of cancellation, reason for cancellation and your signature.
Q:What happens if I sell or trade in my product?
Your Rescue Service Plan is transferable once during its lifetime. See the
terms and conditions for transfer instructions.
Q:What can I expect when submitting a data recovery claim?
Depending on the type of failure you are experiencing, our data recovery specialists will evaluate your drive and determine if your data can be rescued via our remote data recovery service, or if the drive will need to be sent in for lab recovery. If In-Lab Data recovery service is required, typically our recovery technician will perform the recovery, place your data on the appropriate media and mail your recovered data back to you.
Q:How long will it take to recover my data or determine whether any data is recoverable?
Your data can be restored within two days or up to one month depending on the type of recovery.
Q:How do I check the status of my claim?
When you make a claim, you will be assigned a dedicated recovery specialist/case manager who can answer your questions. You will also have access to 24/7 online case status tracking.
Q:What do I need to do to access Rescue Service Plan remote recovery services?
After you contact Seagate's Service Plan administrator, a recovery specialist will advise you if remote recovery is possible. This requires that:
- Your Equipment must be physically operational. The remote recovery is an attempt to recover damaged or deleted files only, not to repair any failures.
- You need a reliable broadband Internet connection. Cable or DSL broadband Internet connections work best with remote recovery attempts. If You only have dial-up Internet connection, the Administrator will most likely recommend the In-Lab Data Recovery service method.
- You need a second device to receive Your recovered files. Your destination device must be connected to a computer, along with the source Equipment. The Administrator representatives will help You explore Your options before proceeding. You may need to install software. If such installation is necessary, the Administrator representatives will help You with the installation of the new software.
Q:Can a remote recovery specialist look through files on my computer without my knowledge?
Absolutely not. Our screen-sharing feature is optional. The recovery specialist can only view files that are already open or files the customer asks the specialist to view. If the recovery specialist needs to access additional files, they will ask permission and only access those files after permission has been granted. The only way for a recovery specialist to work on a customer's computer is through the customer's explicit request for service. You will always be able to see the recovery specialist's actions.
Q:I have heard that it is dangerous to download from the Internet. Is the plug-in virus-free?
Yes, the plug-in is safe and virus-free! We are as concerned as you are about viruses and security, so regular virus checks and updates are conducted. These updates enable us to maintain our technology at the highest standard and to ensure a superior quality of service. The warning message you may see on the screen is a default message that is displayed by the internet browser any time an executable file is downloaded. But you can feel confident using this plug-in.
Q:How is security maintained during remote recovery? Is this safe? How can I trust that my data won't be shared?
At the beginning of a screen-sharing session, the customer and the specialist are connected via a secured communication server. The screen data that is passed between your system and the support recovery specialist during a session is highly compressed using proprietary technology that can be viewed only with our software. This data is also encrypted using 128-bit advanced encryption standard (AES) encryption. After the session has ended, the recovery specialist can no longer see your screen or access your computer, unless you submit another request for support.
Q: Are there any files or folders left on my computer after a remote recovery session has been completed?
The downloaded .exe file stays on your computer, but is useless without a new encryption key. To download a new encryption key, you would need to initiate another session with one of our recovery specialists. Screen-sharing sessions have to be initiated by a customer, not a recovery specialist.
Q:Will my device be returned to me if I send it in for In-Lab Recovery?
Seagate will return your original device only upon request, since it typically will be rendered inoperable as a result of the recovery attempt. However, we securely dispose of all customers' original devices.
Q:How will my data be returned to me from an In-Lab Recovery?
We will do our best to return your data on media that you can easily access and integrate into your existing system.
The Seagate Rescue Service Plan ensures your recovered data will be loaded on a media storage device (DVDs, USB storage devices, external hard drive or any other replacement hard disk drive it deems appropriate) and returned to you.
Q:Is data always recoverable?
Unfortunately, no. We use commercially reasonable efforts to recover data through remote recovery or In-Lab servicing. In some cases, however, devices may be too badly damaged to recover all of the data. In cases where your data has not been recovered, Seagate will provide an explanation as to why your data was not recoverable.
Q:How do I ship my device to the Administrator if In-Lab Recovery services are recommended?
If remote recovery is not possible, the Rescue Service Plans cover the cost of shipping your device to the Administrator lab for In-Lab servicing. The Service Plan will also pay for return shipping of your recovered data. When you return the product to the Administrator, you must use the packaging that is provided, original device packaging or packaging that provides an equal level of protection to prevent any further damage to the device. Please note that you will be responsible for any risk of loss of the device until it is received by the Administrator.
Q:What happens if my device requires In-Lab Recovery services?
Once the Administrator lab location receives your device, the following steps will be taken:
- Recovery Effort. Administrator representatives will attempt to recover Your lost data and files.
- Return of Recovered Data. Your recovered data will be loaded on a media storage device (DVDs, USB storage devices, external hard drive or any other replacement hard disk drive it deems appropriate) and returned to you.
- Data Unrecoverable. In some cases Your Equipment may have suffered significant damage and Your data may not be recoverable. If Your data is unrecoverable, You are free to consider other service providers at Your own expense. Once We have attempted to recover Your data In-Lab, Our obligation to provide one (1) In-Lab Data Recovery attempt is considered fulfilled.
- Software Installation. You may need to reinstall Your software to Your Equipment. Installation of any software associated with Your Equipment is Your sole responsibility and is not covered under this Service Plan.
