GUIDE TO: PLANNED & AFFORDABLE DATA RECOVERY SPONSORED BY

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1 GUIDE TO: PLANNED & AFFORDABLE DATA RECOVERY

2 PLANNED & AFFORDABLE DATA RECOVERY CONTENTS: INTRODUCTION FAILURE IS INEVITABLE WHEN DISASTER STRIKES DANGERS OF FIX IT YOURSELF (FIY) RECOVER DATA DELETED IN VIRTUAL MACHINES DATA RECOVERY AND BYOD DATA RECOVERY OF SOFTWARE-DEFINED STORAGE WHEN YOU SIMPLY WANT THE FILE OR DATA GONE FOREVER DATA RECOVERY AS A SERVICE (AKA DATA RECOVERY PROTECTION PLAN) P2 P3 P4 P5 P6 P7 P8 P9 P10 1

3 INTRODUCTION FROM THE EDITOR Hardware failure is inevitable. According to Harris Interactive, up to 43 percent of PC users lose data to crashes or viruses and up to 60% of PC users have lost an electronic file they thought they had sufficiently stored. In the US, 85% of small businesses that experience a major data loss close shop within 18 months. With this much importance on data, you still wonder why as much as 37% of users admit to backing up their files less than once per month and 9% admit never backing up at all. Does backing up data provide sufficient protection against data loss? It is often said that backup is the final backstop when it comes to preventing data loss. However the reality is that there is one further backstop after backup, and that is data recovery. We were delighted to work with Kroll Ontrack on this guide. They are undisputed leaders in this field and their insight and expertise has proved invaluable. Kroll Ontrack are leading the way with packaged services aimed at ensuring that when the worst happens, IT managers can will have a contingency plan ready to act on and already budgeted for. We hope you never need to act on the information we have provided in this guide, but if you ever do we hope the insight will prove useful. Yours in Storage Allan Guiam Editor Data & Storage Asean 2

4 FAILURE IS INEVITABLE As an example, what happens if your laptop or desktop computer fails to boot and you hear the unmistakable clicking sound emanating from the computer? In another scenario, your business has been faithfully backing up your business data every day onto a five-bay NAS drive. One day, a controller failure causes the NAS to initialize the drives. One of the chief arguments for virtualization is pooling of unused compute and storage resources for better utilization. However, many users and even some IT staff may not be aware that data loss can occur in virtualized environments for a number of reasons including file system corruption, deleted virtual machines, internal virtual disk corruption, and deleted or corrupted files contained within virtualized storage systems. In each of the above situations, the potential for data loss is real and unfortunately inevitable. You hope that the backup data is sufficiently current so that you only lose a few hours or a day of business transactions or communications at best. But the reality is that in some unplanned future you will discover that there are some pieces of data that you just can t find stored elsewhere except in the drives that failed. In this scenario, data recovery is the only approach you have. 3

5 WHEN DISASTER STRIKES IT TO THE RESCUE MAYBE? There is a prevailing misconception within many businesses that IT can fix all of a company s IT issues, including hardware failure. While it is true that IT is the custodian of the business technology needs, the IT manager and his staff are usually not trained, therefore not qualified, to perform data recovery involving hardware. IT s job is to ensure systems are operational. The typical response to a failed component is replacement or repair not data recovery. The good news is that some data recovery is possible in certain conditions depending on the extent of the damage and the initial attempts at recovery (before approaching professionals). The other good news is that some software tools are available in the open market for users to purchase to attempt recovery, particularly when it involves accidental deletion or file corruption. SEEKING EXPERT HELP For the everyday consumer and small business owner that has suffered a data loss and is a seeking outside help, the path most often chosen involved going to the neighborhood computer repair shop. Why? For the most part they are easiest to go to and may be perceived as cheaper than those big name professional data recovery experts. But we should take care to remember caveat emptor or buyer beware! Not everyone is an expert. For data recovery of virtual environments and enterprise environment, best to approach the big name brands. These companies usually have the requisite experts with deep knowledge of hypervisor technology. 4

6 DANGERS OF FIX IT YOURSELF (FIY) There is a natural predisposition to try and fix the problem yourself the old Fix It Yourself instinct. The Windows 7 operating system, for example, offers some basic tools to help with accidental erasure of files or files. Before you go any further, you need to understand how computers create and delete files. When a file is created, a meta-data representing details of the file is created as well. This meta-data contains all the attributes of the file, including file name, file type, content and where it is physically written (or stored) on your hard drive. When you delete the file, you are actually deleting the meta-data not the data itself. The computer now thinks the space where your file was is now empty. The reality is that only the meta-data is deleted. The actual file or folder and its contents is still there but can be written over because the computer thinks the space is available. So at the time you accidentally delete a file or folder, you should stop all writing activities and make the first attempt at recovery. At this stage you need to take care not to install any software on your computer because the recovery software can write over the very file you are trying to recover. For more serious problems such as a corrupt system files, Microsoft includes System File Checker utility as part of Windows that allows users to scan for corruptions in Windows system files and restore corrupted files. The Internet is a great resource for finding what you can and cannot recover. But just as there are legitimate suggestions from well-meaning people, not all deleted or corrupted data are damaged in the same way. Hence, not all recovery suggestions can produce the same result. Scan popular forums and look for similar issues such as yours. You will be surprised at just how many share the same issues are yours and the paths taken to recover the files. 5

7 RECOVER DATA DELETED IN VIRTUAL MACHINES Part of the popularity of virtual machines (VMs) is the ease of creating them. In virtualization parlance, the thing to remember is that the hypervisor is an abstraction layer that masks the complexity that goes into creating virtual servers (or machines). The same rational for creating virtual machines is now applied to storage software is used to pool together available storage from different connected devices to create a single pool of storage that can be shared across multiple virtual machines. This is great as it allows administrators to allocate as much or as little to storage to VMs as needed. However this same benefit also exposes all VMs to the potential of data loss requiring data recovery services because multiple machines can be stored physically in one location thereby increasing the risk of a substantial data loss incident. Unlike standalone physical drives for which tools are readily available and techniques honed over the years, data loss occurring with VMs is made complicated by the need to identify the root cause of the deletion or data destruction. More important, the recovery process can be very complex as it requires extensive knowledge of VMware environments. With virtual environments, you not only have to contend with RAID failure that you find in the physical world but you have other causes such as corrupted virtual disk, corrupted VMFS metadata the index to data on the virtual disks, and deleted or reformatted virtual disks. Due to these complex issues, we recommend going to data recovery experts when it comes to data loss incurred in virtual environments. It is important that you assess the skills and experience of outside data recovery experts you plan to bring in to assist you. 6

8 DATA RECOVERY AND BYOD With bring your own device (BYOD) now a fact of life for companies of all sizes and industries, it might be worth the extra effort to consider including a data recovery strategy as part of your BYOD policy. Many organizations today store data on USB flash drivers or even their smart devices including phones and tablets. A 2012 Kroll Ontrack Ontrack commissioned ICM Research survey revealed that as many as 62% of employees store work data on some kind of mobile device. The best defense against BYOD-induced data loss is a recovery policy that includes: Limiting the kind of company data that can be accessed on mobile devices Allow mobile access to data but data must remain on company IT Introduce remote wipe capability for all devices, company and personal, where company data is being access from the data. Make sure, however, to use technology that recognizes personal from company data and only wipes out company data Make end point security mandatory for all devices accessing company data SOLID STATE DISK RECOVERY So far we ve discussed data loss arriving from mechanical or electronic failure of storage devices with hard drives. Don t be deceived by the idea that only hard drives with spinning platters fail that solid state disks are immune from failure because they have no mechanical, moving parts. Electronics also generate heat. What s more SSDs use memory chips that suffer from flash cell degradation a degenerative condition that makes them prone to data loss. SSDs do have controller chips which can fail like their HDD equivalent. Power surges, damage to printed circuit boards and damaged connectors can all lead to failed SSD. What s worse is that there is no warning of imminent failure no clicking sound to warn about what s to come. Instead the SSD just fails. No signal. No warning. Goodbye data! When a hard drive fails, data is actually written on the platter and there is opportunity to recover some if not all of the data. With SSD, when the data is deleted, it is gone immediately. It is interesting to note, therefore, that data recovery for SSDs are actually more complex than their HDD equivalents and that failure rate is far more common than we d like to think. After all, there are 20 different types of solid state drives in the market today and only a few companies have the experience, technology and capability to reclaim data from all of these devices. 7

9 DATA RECOVERY OF SOFTWARE-DEFINED STORAGE The rise of Big Data has brought with it concerns about the ability of businesses to cope with rapidly expanding data stores. Organizations have two choices: buy more hardware storage which can be costly, inefficient and the increasingly complex architecture have the potential to create bottlenecks which slow the system. A solution fast gaining interest and awareness is software-defined storage (SDS) essentially it is the management of the entire storage infrastructure based on a single management software platform. In SDS, consumers and administrators of storage no longer have to worry about the types of physical storage they have at hand. The SDS software, installed on the server and client computers in use, oversees all the connected storage in a network regardless of brand, including white-label storage. The SDS software is able to manage the entire dataset in storage because it brings separate file system when installed. To put it simply: SDS adds an additional layer on top of all the storage hardware, masking this to the user and the IT administration, with the promise of better utilization, visibility and control (management). SDS has the potential to help businesses to get over the hurdles of expensive proprietary hardware and the siloes this creates when organizations have to observe a multi-vendor IT strategy in order to avoid vendor lock-in. But it has one problem that is overlooked or ignored: the new data structures of SDS solutions can lead to additional problems in failures or defects. The new SDS software layer with its own data structure is a virtual layer that contains the actual data and possibly databases. At this time, because different vendors are proposing their particular version of SDS and no standard exists, the result is potential layers upon layers of data structures that further add complexity to any data protection strategy. Think of this like a Russian wooden doll, a matryoshka, where several smaller dolls are included in one big doll. In this new complex scenario, businesses have no choice but to implement equally sophisticated data recovery and disaster recovery strategies. Regular backups are also a must here. FIY approach is simply not an option and you will need to find a data recovery specialist with proven experience and expertise in the recovery of SDS. 8

10 GUIDE TO: WHEN YOU SIMPLY WANT THE FILE OR DATA GONE FOREVER Just as there are ways to recover a corrupted file, you need to be mindful that these same techniques can be used to recover data that was meant to be permanently destroyed. There are free software tools that promise to permanently delete a file by overwriting the space where it is physically written several times with meaningless data points. Tools such as Cleaner and Eraser are great for Windows. For Mac users, use the command Secure Empty Trash to permanently delete files placed in the trash bin. To erase an entire drive, there is the Erase with Security Options command inside the Disk Utility app should do the trick. However, there will be occasions when simply deleting is not enough. In this scenario the physical destruction of the various storage components is the most appropriate step. But care and attention should be paid here as users must recognize local laws related to the proper disposal of electronics and mechanical components. But more important is the assurance that the data is truly destroyed. In recent years, we ve heard of cases of confidential data leaking to the Internet or the public many of which follow as a result of storage devices falling into the hands of less than discreet repair technicians that are not obligated by law to follow ethical norms. 9

11 DATA RECOVERY AS A SERVICE (AKA DATA RECOVERY PROTECTION PLAN) Most consumers and small businesses avoid big brand data recovery services offerings because of the perceived expense that come with the brand. That may be a fair impression a few years ago but some companies are now offering data recovery as a service. It is like getting an insurance against failure. Kroll Ontrack Ontrack has taken one step further by giving consumers and businesses options that suit their budget and risk profile. Kroll Ontrack Ontrack, have partnered with technology vendors, to provide a data recovery protection plan (DRPP). Think of it as an insurance policy for your data. The DRPP is a suite of services designed to give customers the assurance that should the insured drive fails for whatever reason, including mechanical or software-related issues, Kroll Ontrack data recovery experts are available to help with the recovery process. The services include the safe handling of files with fast, secure and confidential data recovery by experienced professionals in Singapore and Hong Kong s most advanced data recovery clean room environment. Currently, it also provides one year complimentary data recovery service for external storage or external storage for Western Digital drives and Samsung Solid State Drives. The DRPP is designed for flexibility and affordability in mind. Customers can choose the service that fits their needs and budget. DRPP Service Overview: Safe handling of your files with fast, secure and confidential data recovery. Expert data recovery performed by experienced professionals in Singapore and Hong Kong s most advanced data recovery clean room environment. One year or three year data recovery service coverage One data recovery attempt over the coverage period 10

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