Lawo Product Support
Expertise You Can Rely On
Professional Services and Product Support are essential for a smooth and inspiring customer journey. Lawo’s support team is world-famous for its fast response time and its commitment to getting issues out of the way.
Finding Help Fast
Below please find typical service scenarios and links to the sections where you will find what you need.
Documentation
Our Public Knowledge Database contains information about our products and services. It also explains how our Customer Service Portal is structured, to allow you to consult your RMAs, support tickets, SLAs, and much more.
Hardware Incidents
To contact Lawo’s repair service, please generate an RMA ticket. This will allow our team to support you every step of the way.
Technical Support
Unable to solve an issue with the information in our Public Knowledge Database? Our support team is happy to help. Please generate a Support Ticket to get in touch with one of our experts.
Alternatively, click here and go to the “Support” entry where you will find a number you can call.
Updates
To download the latest firmware or software for a product, please head over to our Download Center (you may need to log in first).
Contact our 24/7 Hotline
Are you a Gold or Platinum SLA customer who needs speedy help with a severe issue? Feel free to contact our 24/7 telephone hotline. See the details in the right column.
Contact our 24/7 Hotline
Are you a Gold or Platinum SLA customer who needs speedy help with a severe issue? Feel free to contact our 24/7 telephone hotline. See the details below.
North America
For a Severity 1 or 2 incident,
call +1 888 810 4468 and select “SLA Customer” in the menu.
Please have your individual 24/7 pin handy.
You will find it on the SLA Delivery Note or in the Customer Service Portal.
See our Public Knowledge Database for details.
All Other Areas
For a Severity 1 or 2 incident,
call +49 7222 1002 9000
Please have your individual 24/7 pin handy.
You will find it on the SLA Delivery Note or in the Customer Service Portal.
See our Public Knowledge Database for details.
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Lawo’s “Compact” newsletter keeps users and operators up-to-date on the latest product and service developments. Where appropriate, it may also include notifications about Lawo Support items.
If you haven’t already done so, consider subscribing to the Compact newsletter.
Three Product Lifecycle Stages
Each product and solution provided by Lawo goes through three stages. These determine the amount of support our team can reasonably provide.
General Availability (GA)
Products are readily available and supported in accordance with both regulatory requirements and Lawo’s customer-focused service policy. Customers with SLAs (Service Level Agreements) receive priority support.
End of Production (EOP)
Thes products are no longer available for purchase, as are new SLAs for EOP products (only renewals of existing contracts). Software support is limited to available versions. There will be no additional feature updates or software maintenance.
Hardware replacements and/or repair are available for an additional five years (to the best effort and subject to supply chain issues), with SLA customers having priority.
Lawo reserves the right to offer alternative parts that ensure comparable functionality.
Technical support is based on and limited to existing software/hardware (see above).
The EOP status is always announced six months in advance, allowing customers to order additional units if deemed necessary. We recommend a subscription to our newsletter to stay posted.
End of Life (EOL)
These products are no longer actively supported, applying both to hardware and software. Provision of spare parts, software, bugfixes, and adequate technical support can no longer be guaranteed.
Check the Lifecyle Status of Lawo Products
To consult a list of Lawo products and their lifecycle status, please click one of the buttons below. See above for the meaning of “GA”, “EOP”, and “EOL”. You can also type in a search term (e.g. “mc” or “VSM”) to search for specific products; then press or click FIND to start the search.
Note: The date formats shown are MM/DD/YYYY.
Note: For reasons of clarity, products that went end-of-life more than three years ago no longer appear in this list.