Before contacting Lawo Support, please take note of the following considerations.
Remote Access
It is likely that remote access to the system is required at short notice and upon request. Lawo's preferred method of remote access is TeamViewer.
Should you choose to use another method of remote access, it would first need to be tested and approved by Lawo. To ensure a seamless support experience, we highly recommend you first reach out to the Lawo team to discuss an alternative method to TeamViewer.
- Is your system On-Air? → Please be proactive in ensuring that Lawo support is made aware of any on-air activity or other restrictions.
Scope of Support - Product Life Cycles
The scope of support is dependent on the life cycle of the Lawo product.
- General Availability - still fully supported.
- End of Production (EOP) - Support is limited to available software only, no new features will be implemented, only critical bug fixes.
- End Of Life (EOL) - No longer supported.
An overview of the product life cycles is published and regularly updated at lawo.com It is the customer's responsibility to keep up to date with the latest information.
3rd Party Product Support
Third-party products are not support by Lawo. If you want to get additional 3th-party support coverage, please get in touch with the manufacturer (e.g. Dell, HP, Arista, Cisco) directly.
Repairs & Shipping
For defective hardware parts, please request an RMA (Return Merchandise Authorization) via the customer service portal before shipping the part
Loan Devices
Temporary loaner devices are an exclusive service offered to our Platinum and Gold SLA customers. We ask for your understanding that we are unable to offer you any further customised solutions of this kind.