Files are missing or damaged
Deleted by mistake, overwritten, or damaged so it won't open.
Urgent help: data and backup
Lost data or backup failed?
Files deleted or damaged, a server that won't come back, or a backup that failed or won't restore. Call 1300 274 655 and speak to an engineer. Stop making changes to the affected system first, because new writes can affect how much can be recovered.
Call now
What to expect
Call now. If we can't answer straight away, an engineer calls back as soon as one is free. Emergency work is charged at our incident rate, confirmed with you before we start.
Can't get through? Tell us what is happening.
Signs this is the page you need.
You don't need to know the cause. If data you need isn't where it should be, call.
A backup failed or won't restore
Backup alerts, a job that has stopped completing, or a restore that errors out.
A disk, server or virtual machine won't start
Hardware failure, a failed update or storage errors.
Everything has been encrypted
If a ransom message is involved, use the Under attack? Get help now page first, so containing it comes before recovering from it.
Before you do anything else.
These steps protect your chances while you are on the phone. The engineer will confirm which ones apply.
Stop writing to the affected disk or server
New files can overwrite the ones you want back. Don't run repair tools or disk checks yourself.
Keep your older backups
The restore point you need may be the one you are about to replace.
Note what was lost, and when
Folder names, dates and the last time you know it was fine. It narrows the search.
Keep the failed hardware
Don't throw away or reformat a disk that may still hold your data.
What happens when you call.
A short, direct conversation led by an engineer.
You say what is gone, and why it matters
Which systems, which data and what the business can't do without it.
We check what can come back
Backups, snapshots, previous versions and the platform's own recovery options, where they exist.
We agree the recovery
We explain what can be recovered, what can't and what the work involves before we start.
Why call Kritical.
A backup that completed overnight says little about how long a real restore takes. Recovery is a skill of its own.
Backup and recovery is our work
We operate managed backup and plan disaster recovery, so we ask about restore points and recovery steps, not just whether a job ran.
Straight about what is recoverable
Not every loss can be reversed. We tell you plainly what is possible before you spend anything on it.
So it doesn't happen twice.
Once your data is back, we can look at tested restores, clear recovery points and a plan for each system you rely on. That is a separate conversation and it is your call.
Managed backup
Know your data will come back, not just that it is being backed up.
Backup and disaster recovery
Find out whether you can recover the service.
Protect and back up your email
Filter bad mail, block bad sites and keep a Microsoft 365 backup you can restore.
Questions before you enquire
Can deleted files always be recovered?
No. It depends on what was backed up, what has been written since and how the data was stored. The engineer can tell you where you stand once they know the details.
Should I try recovery software myself?
Please don't until you have spoken to us. Writing to the disk can overwrite what you are trying to get back.
Do I have to be an existing customer?
No. New customers are welcome to call. If you already have a Kritical support agreement, its contact and escalation route is also open to you.
What will it cost?
Emergency work is charged at our incident rate, and we confirm it with you before we start.