Everything people usually want to know before they get in touch — about how we work, what to expect, and what we can and can’t do.
What to do first, what to expect, and how we work.
If your computer is running noticeably slower, showing pop-ups or ads it shouldn't, if your browser is redirecting you to sites you didn't navigate to, or if files are missing or changed — those are signs worth investigating. If you've received a ransom note or a warning that your files are encrypted, that's an active incident. If you're not sure, send us a message. We'll tell you honestly whether it sounds like something we'd be able to help with.
Send us a message or call — either works. Describe what you're seeing. We'll ask a few questions and let you know within 24 hours whether we can help, what the work would involve, and what it would cost. There's no charge for that initial conversation.
Not always. Some work — consultations, diagnostics, advice, and some software-level removal — can be done remotely. Physical device work (drive recovery, hardware imaging, in-person removal) is done in San Antonio. If you're outside the San Antonio area, we can also receive devices via secure shipping.
It depends on the service. Malware removal is usually 1–3 business days. Data recovery can take anywhere from a day to a week depending on drive condition and the amount of data. Forensic investigations typically take 3–7 days. We give you a specific timeline estimate when we quote the job.
How we handle your data and protect your confidentiality.
Yes. Everything you share — the problem you're experiencing, your device, and any data we work with — stays confidential. We don't sell or share client information. A formal NDA is available on any engagement if you'd like documentation of that commitment.
Only as much as the work requires. For a malware investigation, we analyze what programs ran, what network connections were made, and what files were modified — we don't read your personal documents or photos unless a specific file is relevant to the investigation. For data recovery, we access files to verify recovery was successful, but we don't read personal content.
Any copies of your data that we created during the work are deleted after we've confirmed you're satisfied with the results. We don't retain client data. If you want documentation of what was deleted and when, we can provide that.
Owner verification protects you. It means no one can bring in your device and have us hand your data to them. It also means we can produce documentation that stands up if your case ever goes to an insurance claim or legal proceeding. This isn't a bureaucratic hurdle — it's a protection for you.
What we can and can't do, and what to expect.
No, and anyone who promises that is not being straight with you. Recovery success depends on the physical condition of the drive, how long it's been since the data was deleted or corrupted, and whether the drive has continued to be written to since the incident. We assess the situation honestly before we start and give you a realistic picture of what we expect to be possible.
We don't charge you until the work is done and you're satisfied that the problem is resolved. If we find the infection during our assessment but we're not able to remove it cleanly — for example, because the operating system is too deeply compromised — we'll tell you that upfront and discuss options, which might include a clean reinstall.
Depending on the type of damage, yes. For drives with bad sectors, firmware issues, or corrupted file systems — often yes. For drives with severe physical damage to the read heads or platters, recovery requires a clean room and is a different category of service. We assess the drive first and let you know what we think is possible.
No. Password recovery and decryption work is only done for assets you can demonstrate ownership or legal authority over. This applies to encrypted drives, password-protected files, and account access. We verify this before any work begins.
How pricing works and what to expect.
Flat rate for most services. We give you a written quote before any work starts. You know the price before we touch your device. The only exception is investigations where the scope genuinely can't be determined in advance — in those cases, we agree on a cap before we start.
Nothing. The initial conversation — describing your problem, us asking questions, and telling you whether we can help and what it would cost — is free. You only pay if you decide to move forward with the work.
We accept payment by check, cash, and major credit cards. Payment is due when the work is completed and you've confirmed you're satisfied with the results.