Remote data recovery support

All people asking for remote data recovery can be divided into two groups: home users and specialists of data recovery services. Although they both want the same, namely to recover data, from the operator point of view, the remote support of home users differs significantly from the work with data recovery services.

So, when helping home users to recover data remotely using Team Viewer or similar software for remote access, an operator can face the following most typical issues.

1. Time zones. Since data recovery may be needed at any geographical location and a client may have his or her own preferable time for remote recovery, sometimes an operator has to work at a rather inconvenient time, for example at night.
2. Hardware. When you recover data remotely, you cannot know in advance what a PC you have to deal with ? what quality of components it uses, who built it, and so on. You can get some information by looking at Device Manager; however, many facts that would have been obvious at visual inspection cannot be noticed during the remote session. These primarily include loud clicking sound of a hard disk or howling fans. More rare case is when a kitten is playing with USB cables. Often a situation with hardware complicates by the fact that it is practically impossible to troubleshoot hardware issues remotely, so your only choice is to ask a user to provide another PC.
3. Control. The specific of a remote session is that both an operator and a client share one mouse between two of them; therefore, it is often unclear who controls it. It is very difficult to work when a client always strives to get the mouse and poke something with it.
4. Privacy concerns. Some users are way too concerned about their private data. From the user point of view, it is normal because private data is the only one of its kind and so is invaluable. From the operator point of view, who sometimes recovers data several times a day, it is just a routine work. Sometimes it occurs that clients are concerned about data privacy so greatly that they persist in their presence during data recovery and want to see the monitor all the recovery time. Taking into account time zone difference and the fact that the recovery process may take several days, the operator?s work is greatly complicated.

All of the above applies more to home users than to data recovery services for which a data recovery process is adjusted to a routine level. Firstly, they have no problems with hardware. Secondly, an operator usually works with the same specialist in a service, so they can arrange with each other once and for all who controls PC in a particular time. Additionally, service specialists are more calm about privacy of client data because they see enormous amount of such data every day. They accept your signature on a confidentiality agreement willingly, being sure that user data is as boring to you as it is to them.

Author line: Elena Pakhomova is the co-founder of ReclaiMe data recovery software company. In addition to her main activities, she contributes to various technology outlets. Read her blog at www.data-recovery-weekly.blogspot.com

Source: http://www.inforats.com/remote-data-recovery-issues/

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