Frequently Asked Question

Before submitting a computer or storage device for service, take steps to protect your information and prepare the equipment.

Recommended preparation:

1. Back up important files, where the device is still accessible and safe to use.
2. Record the product model and serial number.
3. Document the reported issue and any error messages.
4. Remove removable accessories that are not required for diagnosis, unless instructed otherwise.
5. Follow the support team's instructions for packaging, delivery, or service-center submission.
6. Confirm how your data will be handled during the assessment or repair.

Data protection reminders:

• Do not include passwords or authentication codes in your support ticket.
• Ask whether the repair may require storage replacement, operating system reinstallation, or data erasure.
• If the device contains confidential business information, inform the service team and follow your organization's data protection procedures.
• Do not remove or transfer company-owned equipment or storage media without authorization.

Although reasonable care should be taken, data loss can occur during some repair procedures. Back up your data before service whenever possible. Data recovery, if needed, may be a separate service and should be discussed in advance.