Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Highlights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Competitive Advantages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Partnerships. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Alliances . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Market Share, Growth & Profitability . . . . . . . . . . . . . . . . . . . . . . . . . 7
Employee Relations & Quality Pledge. . . . . . . . . . . . . . . . . . . . . . . . . 7
Technical Capabilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Executive . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Looking Ahead . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Milestones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
ActionFront recovers information from downed or
inaccessible computers and backups. Serving thousands of
personal and business customers each year, lost data is retrieved from all types
of digital media including single PC hard drives, RAID and other multi-drive servers,
tape cartridges, floppies and optical disks and from corrupted file sets in software platforms
such as SQL, Oracle and Exchange Server. Our success is based on providing free evaluations,
fast turn-around times and solutions that guarantee the return of usable data.
In the beginning…
ActionFront Data Recovery Labs began in 1989 as Data Recovery Services Inc. when founder Nick Majors discovered
a unique niche in the computer industry that was desperately in need of servicing. People needed a way to recover
valuable information from their hard drives when the data became inaccessible due to computer problems.
Technical capabilities grew significantly with each recovery and then a structured (and on-going) Research &
Development program coupled with innovative business procedures and customer service policies established
ActionFront as an industry leader.
Manufacturers’ Support: to recover data while preserving the
Multiple Full Service Labs: Atlanta GA, Chicago IL, Santa Clara CA, Toronto ON.
ISO 9001:2000 Certified: Unique to Data Recovery Industry.
Team: Experienced executive, highly motivated staff led by founder Nick Majors.
Success: Rapidly growing and continuously profitable technology service business.
Customer Service Excellence
• Free Evaluations
• Fast turn-around: initial results within 24 hours
• Online case tracking and dedicated CSR support
• No files = no charge
• Data Guarantee: Usable data and Customer Satisfaction
• Recovering customers’ data for over 14 years. (Founded 1989)
• Highest success rate
• PC hard drives, complex servers and backups, all Operating Systems and software platforms.
• Research & Development: Significant and ongoing R&D
The ActionFront client base is a growing list of
individuals, small businesses, computer resellers, government
agencies, universities, medical organizations and large financial, industrial
and technology corporations.
Who they are: (Just a few names from many thousands of customers.)
IBM Credit Suisse University of California Ford
Microsoft Disney AT&T Cisco Systems
Novell Wal-Mart 3M HP
NASA US Military GE
What they say about ActionFront:
“You came through with a 100% recovery! Your customer service sets the standard of best practice for any industry. “
“Another company kept the media for 3 weeks before returning it with the unfortunate news that the information on the
RAID was completely unrecoverable. I brought the media to your office and had a 100% recovery in less than 4 days. “
“I have nothing but absolute praise for the work you have done. We are a small church, and your services were literally
an answer to prayer. God bless you all!!!!! “
“We simply mounted the drive in a USB external enclosure and the data was there! Brilliant. “
“I contacted one other firm to discuss the recovery process and they wanted $1,000 to analyze the drives and then
three times as much as your company to attempt to recover the data. Your free analysis and pay-only-on-recovery
policy is great. I would definitely use your firm again. “
“Your company recovered lost data that other companies were unable to recover for us.
Scott was excellent and provided the best customer service possible. We are very
satisfied with the work done for us. “
“Thank you again for your assistance in recovering our actuarial data.
You guys are great !!! “
ActionFront has pioneered the data recovery industry, establishing
many “firsts” that others have since copied or tried to copy. These include:
• Free Evaluations: We earn our revenue by recovering data, not by charging for
• No Files = No Charge: If there are no files recovered, no fees are charged.
• Data Guarantee: Our money back guarantee ensures useable data.
• Manufacturers’ Support: Maxtor, Western Digital, Seagate, IBM, Fujitsu and others allow ActionFront to open
drives without voiding their warranty.
• JobTrack: On-line case tracking at ActionFront.com provides the customer with up to the minute status of their case.
• ISO 9001:2000: ActionFront is the only data recovery company to attain the ISO 9001:2000 International Standard of
Quality. (Certification by Deloitte&Touche.)
• Complex Recoveries: ActionFront technicians overcome the most challenging data center emergencies involving failed
servers (RAID, SAN and NAS), failed backups (tape or optical, often from autoloader library systems) and corrupt databases
(SQL, Oracle and Exchange). We save mission critical systems and reduce down time by recovering data from cases that
stump other recovery companies and the most qualified vendor technical support personnel.
• Technical Training: As a highly specialized niche service, there are no schools or formal training for data recovery
technicians. ActionFront provides extensive in-house technical training for both interns and experienced
• The ActionFront Critical Response Team resolves data emergency situations that require on-site and/or
around-the-clock 24/7 services.
• Research and Development regarding new storage technologies and new recovery techniques
involves internal R&D, liaison with the vendor community and the engagement of
• ADC (Tokyo, Japan): Advanced Design Corporation
and ActionFront joined forces in 1998 to address the under-serviced
data recovery market in Japan. ADC acts as a customer service front office and
sends all data recovery cases to our labs. The partnership is profitable for both
companies and is raising the customer satisfaction standard for Japanese service.
• Iomega: This well known storage vendor has entered the data recovery market as “Iomega Data Recovery
Services”. As part of an out-sourcing agreement, ActionFront provides industry leading customer service,
infrastructure and recovery capabilities under the Iomega brand.
• Resellers: IT resellers often serve as front line support for customers experiencing data loss. The
ActionFront Reseller Program supports the end customer directly as a referral or via reseller intermediation.
The reseller enhances their customer service levels and receives financial rewards from this partnership.
• IBAS: Our agreement with European leader IBAS provides mutual referrals based on the geographic location
of the potential customer.
• Belkin Components: Now in its 4th year, this agreement supplies “Data Recovery Warranty” coverage for
a range of Belkin’s power protection products.
ActionFront has formed alliances with the major
storage device manufacturers and other IT vendors. Our senior
technical personnel regularly visit and present data recovery methodologies and
innovations to the vendor’s technical and support staff. ActionFront is among a select few
data recovery services that are allowed to open sealed hard drives to recover data without voiding
the warranty and to enjoy referrals from the vendor call center technical support teams. Anecdotal
customer feedback indicates that several vendors (verbally) steer potential data recovery cases specifically
By referring the customer to a 3rd party service they trust, the vendor solves the customer’s problem without the expense
and exposure of trying to service a data recovery issue under warranty coverage. Data loss victims are usually distressed and
sometimes angry. Focusing on a solution with a 3rd party “authority” calms the customer and helps them understand that
their problem is not the fault of the manufacturers.
Seagate Dell Corporation Gateway Computers
IBM Microsoft Hitachi
Western Digital Quantum SNAP Legato Canada
Fujitsu Novell NEC Technologies
Samsung LaCie Iomega
Growth & Profitability
Data Recovery is a highly fragmented marketplace that includes a lower tier of
hundreds of small players that perform simple data recoveries as a sideline to their
computer sales and service business and a small top tier group of companies that focus on
Data Recovery. Comprehensive, verifiable market data is not available. Based on anecdotal
information, we believe that ActionFront is among the top three data recovery companies in North America.
ActionFront growth for the past three years has averaged 20%. We are anticipating growth rates in excess of 35%
for the near future.
ActionFront is privately held and has been profitable each year since inception.
Employee Relations & Quality Pledge
The foundations of any quality-oriented, successful service company such as ActionFront are motivated, dedicated and highly
skilled employees. ActionFront provides well above average remuneration, an excellent benefits plan and a superior working
environment based on respect for the individual employee and their career aspirations. We promote a customer-centric corporate
culture and believe that "When we take care of our customers, we take care of ourselves". All employees have signed and abide
by a Quality Policy, which promises:
• 100% recovery of the data that our clients require.
• 100% on time delivery of recovered data
• 100% customer acceptance of recovered data as valid and usable, in accordance with the contract
• 100% client communication within the promised time frame, throughout the recovery process.
• Meet or exceed the requirements of ISO 9001:2000.
With these goals in mind, employees are valued, recognized and rewarded for their
achievements and staff turnover is very low, despite recruiting attempts from
across the IT industry. And besides working hard, we also know
how to have fun!
ActionFront has unique expertise in virtually all
data storage products including the newest technologies and
legacy products no longer in production. Please visit our website
(www.ActionFront.com) for detailed descriptions of our technical prowess in the
• Hard Drives from PCs including: IDE, EIDE, SCSI and Fibre-channel, Microdrives, MFM, RLL and ESDI
• Servers including multi-drive RAID, SAN and NAS
• Tape Media of all types including: DLT, SDLT, LTO, DAT, Travan, 8mm Exabyte, QIC and other miscellaneous
• Digital Camera Media such as Compact Flash, Smart Media and PC Card.
• Tape/Optical Autoloader Libraries
• Back-up Software data formats.
• Operating Systems: All versions of Windows, MAC, Unix/Linux and Novell
• Database Repair (SQL, Oracle, Exchange and other DBMS)
ActionFront is managed by a highly qualified executive team, led by Nick Majors.
Founder and President
Nick Majors founded ActionFront Data Recovery Labs Inc. in 1989 after 10 years of computer industry experience including sales, consulting,
teaching and technical support. As a data recovery technical pioneer, he understands both the process of data recovery and the needs of
the customers and stays involved in all aspects of the companies business. Nick is very active in the business community and is a supporter
of numerous charities and community groups.
Chris Sorensen, Sam Rallis, David Foster, Ron Austin, Brendan McCarthy,
VP Technical Services Vice President Client Services VP Lab Operations VP Marketing and Business Development Controller
Chris Sorensen Sam Rallis David Foster Ron Austin is Brendan
leads the leads the oversees the responsible for McCarthy
training of ActionFront day-to-day identifying new manages the
technical staff, customer operations of business financial
research and service ActionFront’s opportunities operations at
development of department, a labs and in vertical and ActionFront.
new recovery department ensures that technology Brendan joined
techniques, and process he the ever- marketplaces ActionFront in
development of built after growing and the 1997 after a
the company’s joining the volume of jobs planning and long and
technical policies and procedures company in 1995. Prior to receive quality and timely implementation of marketing successful career as a senior
and co-manages general lab ActionFront, Sam was the general attention. Prior to joining activities that generate incremental manager with National Trust
operations. Chris joined manager for a mainframe computer ActionFront in 1997, David business. Ron joined ActionFront Company.
ActionFront in 1993 after doing manufacturer, a partner in a firm pioneered the process and in 2001 after many years
computer sales and consulting and that repaired damaged PC drives technical tools for repairing and experience at the senior executive
teaching at Toronto’s Institute for and held positions with 3M, BASF servicing data storage devices as level of technology companies
Advanced Technology. Chris holds and Memorex. Sam holds a degree founder/partner of Future Interface, including serving as President &
a BSc from the University of in Electrical Engineering from and then Director of Operations CEO of Globelle Corporation.
Toronto’s Department of Computer Toronto’s Seneca College. at MediaGuard.
Science and graduated with High
Centralized Customer Service: ActionFront runs
a single call center that services all labs. This is a huge efficiency gain for
the company and provides superior customer service as well.
Centralized JobTracking: The JobTrack database documents and manages the ActionFront
workflow process across all our locations and between the labs and customer service department.
It also records and publishes (to the customer) commitments such as deadlines for evaluations and
recoveries. Using their unique case number and private password, our customers can see the progress of their
case at any time using JobTrack via our website. This is supplementary to telephone and email contact and very
popular with our customers.
Centralized Parts Tracking: ActionFront maintains an inventory of over 15,000 drives (over 6,000 unique models) to
use as replacement parts for recoveries. Each item is tracked separately in an internal database providing the technicians
with the current location of any needed part.
Recovery Process: The recovery process begins with a free evaluation as soon as the problem media is received.
Evaluation results and a firm quote are provided within one business day unless the problems are very severe and require
more time or out-sourcing of parts. Each case is unique and will pass through some or all specialty areas within the lab:
• Physical repair, if required including:
• Circuit board replacement
• Internal HDA (Hard Drive Assembly) replacement, repair or cleaning of parts such as read/write heads, platters
and spindle motors.
• Splicing of tapes.
• Logical repair of corrupted file sets.
The process is highly iterative and is characterized by intense communication with the customer.
Turn-around Times: Most recoveries are completed within 2 to 3 days. Turn
around times vary depending on the availability of the customer for the
communication process and the complexity of the recovery job.
Looking Ahead …
ActionFront gives a high priority to researching new
storage technologies and platforms and we support this research
through new equipment purchase, liaison with the vendor community,
engagement of outside consultants and extensive R&D lab time.
We are actively recruiting new alliances among the mid-range and high-end (server and backup)
storage vendor community.
New partnerships similar to our ADC, Belkin and Iomega relationships are under development and we are recruiting
new reseller partners.
Where local market demand is high, ActionFront is determining the feasibility of establishing new full-service labs.
The development of our new lab in Chicago is well underway.
ActionFront is well positioned to defend and aggressively grow market share in the rapidly changing storage technology marketplace.
While not the biggest, ActionFront is the best data recovery service in the world and we are poised and hungry for growth.
ISO 9001:2000 certification for all branch offices. ISO 9001:2000 certification for head office and main lab.
Successful bid (ahead of all top tier data recovery Profit 100: Listed as one of the fastest growing companies in Canada (second year).
companies) to provide full data recovery services to Commenced first of many title sponsorships in grass-roots motor sports.
Iomega, a major storage vendor who decided to
enter the broader data recovery marketplace via an Deloitte&Touche FAST 50 – fastest growing technology companies in Canada (second year).
outsource partner. Going to market under “Iomega Deloitte&Touche FAST 500 – fastest growing technology companies in the world (second year).
Data Recovery Services” they outsource customer
Regional Finalist – Entrepreneur of the Year (Ernst&Young).
service, infrastructure and recovery capabilities to
ActionFront. Established strategic partnership with IBAS to cover European market.
1997 1998 1999 2000
Opened depot in Opened sales office in U.S. subsidiary Opened full facility Lab in Atlanta, Georgia.
Buffalo, NY. Tokyo, Japan. “ActionFront Data Profit 100: Listed as one of the fastest growing companies in Canada.
Personal Sponsor North York Chamber of Commerce – Recovery Inc.”
Name officially changed to ActionFront Data Recovery Labs Inc. (May).
of racecar driver Business Excellence Award. incorporated.
Deloitte&Touche FAST 50 – fastest growing technology companies in Canada.
Paul Tracy. Corporate Sponsor – Opened full facility Lab
(through 1999). in Santa Clara, Deloitte&Touche FAST 500 – fastest growing technology companies in the world.
Molson Indy Toronto.
1995 1993 1992 1989
Launched Data Guarantee (first in the industry) Launched free Published tech support Incorporated under the laws
Launched Web marketing initiative – became North American player. evaluation service classic “Understanding of Ontario as DATA RECOVERY
(first in the industry). PC Hard Disk SERVICES INC. operating as
Published updated version of tech support classic as “A Technician’s
Subsystems.” Data Recovery Labs.
Guide to Understanding Hard Disk Drives.”
Tel: 905.474.2220 • Fax: 905.944.8648 • Toll Free: 800.563.1167 • www.actionfront.com
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