Welcome to the Care4 SLA - Gold

The Care4 Gold SLA provides you with a fully featured service, including:

  • Preventive / spare parts, usually shipped within 10 business days.
  • Free software updates.
  • Discount on additional Lawo services, including spare parts.
  • Advance loans.
  • 24/7 support hotline.

Incident Reporting

Please log your incident using the Lawo Customer Service Portal. If you are unsure which severity level to use, have a look here.

When you raise an incident, you will be issued with an incident number (INC-XXXXX).

If your incident falls into the severity 1 Critical or severity 2 High category, please use the 24/7 hotline. The contact details can be found here. You are still welcome to use the Customer Service Portal, however response times cannot be guaranteed.

In case Lawo requires to remote into your system during investigation please find some important considerations about remote access here.

To allow your incident to be processed quickly by the appropriate team, it would be helpful if you could provide us with a comprehensive description of the problem.

Here is a list of items to help guide you.

  • Details of any investigative work carried out so far by yourselves to isolate the cause of the problem.
  • The impact (if any) on your live services.
  • The version details of any Lawo devices that could be impacting on the problem.
  • A detailed description of the incident. (Please include screenshots & videos, etc... If the support engineer gets a full picture of the problem early on, this can dramatically reduce email exchanges & resolution times.)
  • The actual time the incident took place, to help with log analysis.
  • Save the log files.
  • Save the configuration files.
  • Have you made any changes to the system or system configuration?
  • Your environmental conditions.
  • Is the system part of an ongoing project or a demo? If it is, please name the project engineer.