Welcome to the Care4 SLA - Platinum

The Care4 Platinum SLA is our most comprehensive SLA, including:

  • Preventive / spare parts, usually shipped the same day.
  • Free service days.
  • Free software updates.
  • Discount on additional Lawo services, including spare parts.
  • Advance loans.
  • 24/7 support hotline.
  • A technical contact can be assigned to you by Lawo. The technical contact is used to clarify general matters relating to your system and SLA.

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.

How to request your preferred technical contact

Platinum SLA customers are entitled to request a preferred technical contact at Lawo. The technical contact is used to clarify general matters relating to your system and SLA, and can additionally act as an escalation contact.

In order to coordinate this with the Lawo Service team, please create a support incident in the Customer Service Portal and selecting the following Product: