FAQ
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FAQ : #emergency
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Yes. Our emergency hotline is accessible 24/7 for critical cases (data loss on a production server, ransomware incident, damaged media following a disaster). Call our Swiss national number directly on 0840 440 840 and specify that it is an emergency: you will be put in contact with an on-call technician.
Yes. Our 24/7 emergency service is available upon request, particularly suited for critical situations: server failure paralyzing a business, legal or regulatory deadline, medical or scientific data. In emergency mode, processing is prioritized with an indicative turnaround time of 1 to 3 business days. Mention the urgency in the form or call us directly.
The diagnosis takes an average of 1 to 3 hours upon receipt of the media. Complete recovery varies from 1 to 3 days for a simple software failure, to 3 to 10 days for a complex physical failure or a multi-disk RAID system. A 24/7 emergency service is available upon request.
Yes, data recovery from a wet smartphone is possible in most cases, provided you act quickly and correctly. Fresh water is less destructive than salt or chlorinated water, but in all cases, the intervention time is critical.
The first rule is to not turn on the phone after immersion — a short circuit can irreparably damage the memory chips (eMMC or UFS). Remove the battery if possible, do not plug in a charger, and bring the device to a specialized laboratory as soon as possible.
In the laboratory, our technicians completely disassemble the device, ultrasonically clean the components, and directly extract the data from the memory chip. The success rate exceeds 80% when the smartphone reaches us within 24 to 48 hours following the water damage.
Our laboratory is open Monday to Friday from 9:00 am to 12:00 pm and from 1:30 pm to 5:30 pm. Outside of these hours, an appointment can be arranged upon request. Our 24/7 emergency phone service is available for critical situations.
The first few minutes are critical. Here's the procedure to follow in order:
- Stop using the phone — every action (taking a photo, installing an app) can overwrite the deleted data
- Switch to airplane mode — to stop automatic synchronizations that could potentially overwrite data
- Do not attempt data recovery yourself with consumer software if the phone is making abnormal noises or not starting correctly
- Check your backups — iCloud, Google One, Samsung Cloud — before any intervention
- Contact a specialized laboratory for a free diagnosis within 3 hours
Immediately turn off the device to prevent further damage. Do not attempt data recovery software yourself. Contact us — our emergency service is available 24/7 with immediate support.