Data Recovery Assistance

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Service Description

Request assistance with the recovery of data from a campus-owned client device (due to accidental deletion or data loss due to hardware failure).

Standard Features

Standard Service Features include:

  • Evaluate incident and process in a timely manner
  • Attempt to recover data using data recovery utilities
  • Transfer data to working device/drive (if necessary) 
  • Follow up with user to confirm successful resolution

Optional Features

Optional Service Features include:

  • If recovery utilities are unsuccessful, Information Technology can arrange to have device shipped to a third-party data recovery service (at the user’s or department’s expense)

Roles and Responsibilities

User Responsibilities: 

  • User is responsible for providing details related to the incident including their contact information, device name and location of affected computer, and detailed description of the problem.
  • User agrees to allow Information Technology staff to access their computer(s) remotely to scan/diagnose/troubleshoot device.

Information Technology Responsibilities:

  • Information Technology staff will assist with data recovery efforts and will liaise between user and third-party data recovery service if necessary.
  • Information Technology staff will communicate the status of the request to the user as needed.

How To Request      

Click the Open a Ticket button and complete the request form.

Service Audience 

Faculty and Staff.

Service Level Agreement

Response and resolution times are based on operational hours (Monday through Friday from 8:00AM to 5:00PM).

Service Level 2 - Normal  
Response Time 1 business day
Resolution Time 3 business days
Please Note: Response Time is measured from ticket submission date/time until the ticket is moved to an 'In Process' status. Resolution Time is measured from ticket submission date/time until the ticket is completed/resolved. A ticket in an 'On Hold' status (e.g. IT is waiting for additional information from the requestor) does not count toward the Resolution Time.

Service Pricing

Pricing is contingent on severity of damage to device.

Institutional Policies

Policy on the Use of Electronic Resources

Open a Ticket

Related Articles (1)

Learn how to locate the device name of your campus computer.


Service ID: 18426
Thu 3/9/17 11:15 AM
Tue 10/12/21 9:52 AM