Shipping instructions
How to ship a data recovery case safely.
For shipped cases, the priority is to prevent avoidable transit damage and make sure Aceon has the information needed to match the device to the right customer, partner, and case context as soon as it arrives.
What to include
Information that should go in the package.
- Client name and phone number
- Partner business name and partner ID, if applicable
- Device type and short problem description
- Urgency level
- Best callback contact
- Any known passwords, encryption notes, or login information only if needed and handled appropriately
Labeling
- Label the package with the partner ID if the case was referred
- Include a printed note inside the box
- If the case is urgent, mark that clearly in the paperwork and call ahead
Packaging
Protect the device from avoidable damage.
- Use anti-static protection for bare drives where possible
- Wrap the device with cushioning so it does not move inside the box
- Use a rigid shipping box, not a soft mailer for fragile devices
- If shipping multiple devices, label them clearly
Do not
- Do not ship a loose bare drive with little or no padding
- Do not keep powering up a clicking or dropped drive
- Do not attempt to open a drive before shipping it
- Do not assume a courier label alone is enough to identify the case
Urgent cases
Business-critical and unstable cases should be phoned in first.
RAID/NAS/server outages, active emergencies, clicking drives, and time-sensitive business cases should be discussed by phone before shipment whenever possible.