Data Backup & Recovery Procedure
Procedure: SP-003 | Version: 2.0 | Last Updated: 15 March 2025 | Owner: Marcus Chen
When to Back Up
A customer data backup is required BEFORE any repair that involves:
- Hard drive or SSD replacement
- Operating system reinstallation
- BIOS/firmware updates
- Any work that may affect data integrity
- Virus/malware removal (if data preservation is requested)
Always ask the customer: "Is there important data on this device that you'd like us to back up before we begin?" Even if they say no, note that they declined the backup in the job record.
Backup Methods
| Method | When to Use | Tools | Capacity |
|---|---|---|---|
| USB External Drive | Standard backup (most common) | USB 3.0 enclosure + SSD | Up to 2TB |
| Network Clone | Drive-to-drive clone | Clonezilla (boot USB) | Unlimited |
| Cloud Backup | Small amounts of critical data | KangaByte cloud (S:\CustomerBackups\) | 50GB per customer |
| External HDD (USB) | Large datasets (video editors, etc.) | 4TB external HDD | Up to 4TB |
Standard Backup Procedure
- Prepare the backup destination: Connect the USB external drive or network share
- Create a folder:
KB-[JobNumber]_[CustomerSurname] - Copy these locations:
- Desktop, Documents, Downloads, Pictures, Videos, Music
- Browser bookmarks (Chrome:
%LOCALAPPDATA%\Google\Chrome\User Data\Default\Bookmarks) - Email archives (Outlook PST files, Thunderbird profiles)
- Application-specific data (QuickBooks, custom databases, etc.)
- Wi-Fi profiles (netsh wlan show profiles)
- Verify the backup: Spot-check that files open correctly
- Log the backup: Record in the job record: what was backed up, where, total size
- Secure the backup: Store in the designated backup area (cabinet next to the server room)
Data Recovery from Failed Drives
- Clicking/seizing drive: DO NOT keep trying to boot. Power off immediately. This requires professional data recovery (refer to management)
- Drive detected but unreadable: Try connecting via USB adapter. Use
chkdsk /ror TestDisk to attempt recovery - Drive not detected: Try different cables, different ports. If still not detected, may require cleanroom recovery
- Accidentally formatted: Stop using immediately. Try Recuva or TestDisk for recovery
NEVER:
- Open a clicking hard drive — this causes permanent damage
- Run CHKDSK on a drive with bad sectors that contains critical data
- Use a failing drive as a primary source — always clone first
- Promise 100% data recovery — it's never guaranteed
Restoring Data After Repair
- After repair is complete, restore data from the backup
- Restore to the original locations (Desktop, Documents, etc.)
- Restore browser bookmarks and email if backed up
- Verify that the customer can access their data
- Confirm with the customer at pickup that all data is present
- Delete the backup after customer confirmation, or retain for 30 days
Data Privacy
Privacy Reminder: You may encounter personal photos, documents, and files during backup/recovery. Treat all customer data with the utmost discretion. Do not view, share, or discuss any personal content. This is both a company policy and a legal requirement under the Privacy Act 1988.
Data Recovery Referrals: For critical data recovery situations (ransomware, physically damaged drives, RAID arrays), refer to Ben Wallace for engagement with our specialist partner: DataRecovery Melbourne — Ph: (03) 9000 1234