[ Frequently Asked Questions]

When do I pay for the Excel File Recovery service?

You only pay for the Excel repair service once we have analysed the document, provided a quotation and you have accepted it to your satisfaction.

Where is your company physically located?

We are based in the Brisbane, Australia (Brisbane is the third largest city in Australia with a population of 1.7 million people) but provide services for clients around the world. 90% of our clients are based in the USA.

What benefits are there dealing with an Australian company?

In terms of time zones our office is open 24HRS a day, 7 days a week, 365 days a year. There is no need to consider time zones when contacting DataRevive.

Also, if you are not an Australian client you are exempt from our local good and services tax, meaning you effectively receive a 10% discount off all services. Furthermore, the current exchange rate is very favorable.

Can I pay in US Dollars?

We quote all recovery services in US dollars, but payment is billed to your credit card in the Australia dollar equivalent, updated from live exchange rate data on a daily basis.

What causes excel file corruption and what can be done to prevent it?

There are many causes of Excel file corruption, depending on the type of environment and situation. In many cases, sharing the document across the network with multiple users increases the chances of corruption as the file is exposed to network fluctuations.

Other causes of corruption are outdated or conflict DLL's leading to software configuration problems, so make sure you update to the very latest service pack of Microsoft Excel as a best practise.

What about the security of my data?

Security and confidentiality of your supplied databases is treated with the highest priority and care. The most secure way to submit a database for analysis is via physical courier. However, we understand that you may want to take advantage of our fast three hour turnaround, and will not wait the several days for delivery and return.

If submitting the file via email please make sure its no larger than 9MB. When zipping the file up, you may like to apply a WINZIP password to the volume. You can include details of the password in the 'Problem Profile' form. This way, even in the unlikely event your database is intercepted, cracking a WinZip password is difficult at best. Just make sure the password is greater than 10 characters and contains a mixture of lower, upper case characters and numbers then it is virtually impossible to crack.

Alternatively, when completing the problem profile form there is an option 'request secure FTP login password

What about the confidentiality of my data?

One technician is assigned to your job and will transfer the database to their local machine for analysis. Files are not stored on network drives accessible by all employees of DataRevive. Once the job is complete, or you do not reply within 72 hours the file is securely and automatically permanently removed from our servers.

Please note: your files are not backed up by our internal systems (for added data security), so please retain a copy of your corrupt file!

When you provide details regarding the problem we include a 'confidentiality deed' that we undertake to abide by. It promises that any data we receive will not be shared with any other person or organization, and we are legally obliged to return any files or media submitted at your request, without delay.

How long does it take to complete the job and return the database?

For Microsoft Office file repair jobs, most are completed and returned within 2-3 hours of uploading the file to our servers, and we guarantee to respond within 3 hours providing a no obligation quotation. For more complex situations involving larger database files or severe corruption, the time will vary. Your technician will quote the time required when providing the free quotation and analysis.

Do you repair other types of corrupted office documents like Access files?

Yes we do, please email us for details support@datarevive.com

Help! My job is urgent and I need my data back within minutes, not hours!

Please complete the data recovery problem profile form immediately and begin submitting the excel document to us. All jobs are treated as urgent.

Therefore, before uploading your file to our FTP server regardless of your internet connection speed it is vital the file is zipped up.

Our systems ensure that a technician is notified and action is taken immediately after you submit your details. You can rest assured that this instant response occurs 24hrs a day, 7 days a week (subject to no technical difficulties beyond our control!).

The technician will then analyze the file and email the results (which parts of the file can be rescued etc) Therefore, the complete turnaround to receive a quote is generally between 60 and 240 minutes.

Help! Do you offer a lost excel password service?

Our Sister site Excel-Password-Recovery.Com provides comprehensive Excel file password recovery for all versions and password types, backed by the same round the clock service as the DataRevive sites.

The spreadsheet is massive, what is the maximum file size you can receive?

200MB zipped. Files larger than this should be couriered direct to us on appropriate media.

What happens after the file is recovered if I have questions or problems?

We will answer all support questions you have (whether regarding the recovered file or how to prevent corruption) for free.

Which credit cards do you accept?

We accept all major credit cards inlcuding Visa, AMEX, MasterCard, BankCard and Diners.

I have forgotten my password to open the Excel database - can you help?

Yes, we do provide an Excel password recovery service. Please use the submit form and add comments to this effect.