Article ID:
OP54
Last Modified:
02 Aug 2019

Data recovery requires specialized facilities, equipment, and trained professionals. The four data recovery vendors mentioned in this procedure are certified by the original equipment manufacturers (OEM) used in Apple products, to work on storage media technology. These four companies have created web portals specifically for Apple Authorized Service Providers and Self-Servicing Accounts to facilitate data recovery referrals.

Important: Apple Store employees see the Internal comments section at the end of this procedure, to understand how the MobileGenius process is different from the GSX workflow.


Overview

1. DriveSavers

A. The secure web portal developed by DriveSavers provides a streamlined solution for facilitating data recovery jobs, and extending any applicable KBB return window when customers require data recovery as part of a repair event.

B. The DriveSavers web portal allows you to:

Initiate the data recovery process
Extend the KBB return window
Track existing recovery projects
Find answers to frequently asked questions related to data recovery
Learn how to aid customers with their data recovery
C. Follow the steps below to use the DriveSavers web portal:

Use the AASP/SSA Data Recovery Portal (https://drivesaversdatarecovery.com/apple-service-provider-benefits/).
Register as a new user or log in with your email address and password.
If you have not created an account, follow the link “click here” to the Account Registration page and complete the form. Click Submit to complete account creation.
D. In GSX, mark a repair complete at any time after you've completed the repair. It is not necessary to wait for the KBB to be returned from DriveSavers to mark the repair complete.

Once your customer has agreed to the data recovery process and the Known Bad Board (KBB) has been received by DriveSavers, the vendor will notify Apple Channel Support. The KBB return window will be extended to allow for time at the vendor. Repairs for storage media sent to this approved this vendor are typically granted an extension of 20 business days on the Known Bad Board (KBB) Return Clock.

2. Kroll Ontrack

A. The Kroll Ontrack web portal provides a streamlined solution for facilitating data recovery jobs, and extends any applicable KBB return windows when customers require data recovery as part of a repair event.

B. The Kroll Ontrack web portal allows you to:

Initiate the data recovery process
Extend the KBB return window
Track existing recovery projects
C. To arrange for data recovery, log into Ontrack Data Recovery  (https://applejobtracker.ontrack.com/jobregistration.aspx) and complete the form. Click Create to submit your request.

D. You can mark a repair complete at any time after you've completed the repair. It is not necessary to wait for the KBB to be returned from Kroll Ontrack to mark the repair complete.

Once your customer has agreed to the data recovery process and the KBB has been received by Kroll Ontrack, Apple will be notified. The KBB return window will be extended to allow for time at the vendor. Repairs for storage media sent to this approved this vendor are typically granted an extension of 20 business days on the Known Bad Board (KBB) Return Clock.

3. Seagate

A. Seagate provides a streamlined solution for facilitating data recovery jobs as well as extending any applicable KBB return windows when customers require data recovery as part of a repair event.

B. The Seagate web portal allows you to:

Initiate the data recovery process
Extend the KBB return window
Track existing recovery projects
C. Follow the steps below to use the Seagate recovery services for Apple products:

Navigate to the Seagate website and choose a language (https://seagatewtb.secure.force.com/submit/).
To arrange a data recovery event with Seagate complete the form. Click Create to submit your request.
D. You can mark a repair complete at any time after you've completed the repair. It is not necessary to wait for the KBB to be returned from Seagate to mark the repair complete.

Once your customer has agreed to the data recovery process and the KBB has been received by Seagate, Apple will be notified. The KBB return window will be extended to allow for time at the vendor. Repairs for storage media sent to this approved this vendor are typically granted an extension of 20 business days on the Known Bad Board (KBB) Return Clock.

4. Payam Data Recovery Services (Australia and New Zealand only)

A. The Payam Data Recovery Services portal provides a streamlined solution for facilitating data recovery jobs when customers require data recovery.

B. The Payam web portal allows you to:

Initiate the data recovery request
Track existing recovery projects
C. Follow the steps below to use the Payam web portal:

Navigate to the Payam website (https://www.payam.com.au/apple/)
To arrange a data recovery event with Payam, complete the form. Click “Submit” to submit your request.
D. You can mark a repair complete at any time after you've completed the repair. It is not necessary to wait for the KBB to be returned from Payam to mark the repair complete.

Once your customer has agreed to the data recovery process and the KBB has been received by Payam, Apple will be notified. The KBB return window will be extended to allow for time at the vendor. Repairs for storage media sent to this approved this vendor are typically granted an extension of 20 business days on the Known Bad Board (KBB) Return Clock.


Recent changes to this procedure
July 31, 2019: In the "Overview" section, added bullet points about Fusion drive recoveries and Mac computers with the Apple T2 Security Chip, and in the fourth bullet point indicated that when data recovery is complete, the data recovery vendor will return the KBB to the service provider for warranty service; in section 1.C., updated link to the DriveSavers AASP/SSA Data Recovery Portal. (51998445)
March 25, 2019: Added Data recovery referral in Apple Stores (RS259) to internal comments for reference. (48583317)
April 24, 2018: Clarified how these 4 vendors are uniquely qualified by OEMs to perform data recovery; removed Retail from groups using this procedure; added CSS instructions to Internal Comments; removed references to Service Excellence (#34604881, field feedback reviewed).