This topic provides more information about the SLA features.

24/7 Hotline 

Available to Lawo Care4 - SLA Gold & Platinum customers.

Regardless of Timezone, your Lawo Care4 Gold & Platinum SLA provides access to a best in class incident management system. This allows you to reach out to our pro-active global customer support team 7 days a week, 24 hours a day for Severity 1 & 2 issues.

Discount for Spare Parts

Gold SLA

  • Discount for spare parts: 15%

Platinum SLA 

  • Discount for spare parts: 25% 

When you want to order spare parts for your SLA-covered product, please mention the SLA number specified on your delivery note or on the Lawo Customer Service Portal request.  

Please note: The above discounts only apply to the system covered by your SLA. Any kind of system expansion would require a separate SLA.

Discounts on Warranty Extensions

Platinum & Gold SLA customers receive a 25% discount on their warranty extension.

Silver SLA - No discount available.

Please note: The above discounts only apply when purchased as part of a bundle.

The extended warranty is subject to the same general terms and conditions as our standard warranty. Wear parts including, but not limited to, batteries and movable, ­motorized and organic components (e.g. faders, displays, encoders), are excluded from the extended warranty.

Third-party products supplied as part of an overall system, or connected to the system by the customer, are also excluded from the extended warranty. Such items may include, but are not limited to, IT products such as PCs, network switches or servers.

Flex Subscription Ready

As a Platinum & Gold Care4 SLA customer, you can benefit from the Lawo Flex subscription account and purchase Permanent availability, Lawo Flex Subscriptions, and a Hybrid of both.

Lawo Flex subscriptions: Licenses for processing resources with a high degree of flexibility and frequent temporary capacity top-ups where needed. This scheme covers all current and future HOME Apps—not just a specific one.

Permanent availability: Staple processing capability can be acquired with perpetual licenses, similar to purchasing dedicated hardware, except that the processing is performed by apps running on standard servers.

Hybrid Permanent and Flex licensing: Perpetual licenses for cruise-speed usage, and subscriptions for temporary capacity top-ups at peak times.

As every operation is different, the perfect mix depends on your specific requirements and can be changed at any time.

Included Service Days & Associated Discounts

Included service days can be used for self-guided training via Lawo Academy, system modifications, configurations and on-site support. 

Platinum SLA:

  • A certain volume of Service Days is already included in your SLA. The number of service days per year available to you depends on the overall system value and can be found in your SLA delivery note or in the Customer Service Portal.
  • Discount for additional (chargeable) service days: 30% (after project completion)

Gold SLA:

  • Discount for additional (chargeable) service days: 20% (after project completion)

When you want to order additional services for your SLA-covered system please mention your SLA number specified on the delivery note or on the Lawo Customer Service Portal in the corresponding request. 

Please note: Service days are calculated based on product sales volume. They do not include travel and accommodation expenses and are only applicable to the system covered by the SLA plan. Any kind of system expansion would require a separate SLA.

Loan devices / Advance replacements

Loan devices are available free of charge to Care4 - SLA Platinum & Gold customers only

Shipping of Spares

Care4 - SLA Platinum - Lawo will cover the shipping cost of spares and will endeavour to ship on the same business day when possible to all EU & North American destinations. (ROW - 'rest of world' customers will bear incurred taxes & duties).

Care4 - SLA Gold - Lawo will cover the shipping cost of spares and will ship within 10 business days to EU & North American destinations. (ROW - 'rest of world' customers will bear incurred taxes & duties).

Care4 - SLA Silver & Extended Warranty - Spares will be provided and shipped on a best effort basis and any shipping costs will be chargeable.

Please note: The above are subject to couriers response time and barring any unforeseen circumstances.

Software Updates, Upgrades, Patches, Bug Fixes

Whether you are a Platinum, Gold, Silver or Flex subscription customer, you are entitled to GA (generally available) software updates, patches & bug fixes.

Technical LAWO contact

Platinum SLA customers can upon request be assigned an preferred technical contact from within Lawo.

Please note: This additional feature is not possible for Silver SLA or Gold SLA contract holders.