CarePlus - FAQ

CarePlus is available in three software and service-focused tiers: Basic, Advanced, and Max, as well as a dedicated hardware support package, Hardware Protect. The service levels differ primarily in terms of support coverage, response times, software maintenance, Academy access, 24/7 incident support, professional services, and hardware-related support offerings.

No. CarePlus Basic is permanently included with the purchase of Lawo products. It provides basic support services and access to the Lawo Service Portal.

After the warranty period expires, ongoing software maintenance services, in particular regular updates, upgrades, new features and improvements, are generally only available under an active CarePlus Advanced or Max contract.

The customer must report incidents through the designated communication channels, narrow down the issue to the best of its knowledge and provide Lawo with the required information, evidence, contacts and access.

Yes. Customers are responsible for installing provided software updates, performing appropriate backups beforehand, and assessing the compatibility of updates, patches, or releases with their system environment.
CarePlus Max customers can use their included Professional Service days to have updates carried out by the Lawo Professional Services team.

Yes. In the Lawo Customer Service Portal you can review your SLA details. Further documentation about this can be found here. 

Advanced extends Basic in particular with long-term software maintenance, defined response times, Academy services and FLEX capability. Max builds on Advanced and provides the highest support scope, in particular 24/7 incident support for critical incidents and professional-service days, where agreed.

No. CarePlus defines additional service, support and software maintenance services. Response times describe service targets for the start of processing, not a guaranteed resolution within a specific period.

Response time means the period until Lawo starts qualified processing after an incident has been properly reported and the required information has been provided.

No. 24/7 incident support is only available if included in the agreed service level and is generally limited to appropriately critical incidents.

Hardware Protect is not a warranty in the legal sense. It is a separate service product with a defined scope during the agreed contract term that offers even more services than the standard factory warranty.

Excluded are, in particular, damage caused by improper handling, transport damage after passing of risk, liquids, fire, overvoltage, intentional or negligent damage, unauthorized modifications and causes outside Lawo hardware.

No. Wear parts including, but not limited to, batteries and movable, motorized and organic components (e.g. faders, displays, encoders), are excluded.

No. Lawo may provide new, repaired, refurbished or functionally equivalent replacement devices. Cosmetic signs of use are not a defect if they do not impair technical functionality.