Welcome to the Care4 SLA - Silver

The Care4 Silver SLA is similar to an extended warranty, ideal for small to medium size installations, where 24/7 support is not required and issues can be dealt with during normal office hours.

If you own a limited number of Lawo products and would like to benefit from the latest features and bug fixes within the purchased license, as well as faster response times during office hours, the silver SLA covers you.

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).

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.