We wanted to inform you in advance that our technical support team will be attending an offsite event from October 2nd to October 6th. While we are committed to maintaining our high standards of customer service, this event requires our team’s full attention, which may result in a delay in responding to your support cases during this period. Please accept our sincere apologies for any inconvenience this may cause. We understand the importance of timely assistance and assure you that we will do our utmost to minimize any disruption. Our team will be working diligently to catch up on any pending support requests immediately upon their return, and we aim to provide you with the same level of excellence you have come to expect from us. During this time, we encourage you to explore our extensive knowledge base and community section on our website, which may contain valuable information to assist you with common issues and inquiries.
Please whitelist the lansweeper.com domain to ensure a fast resolution time for your technical support case.

Contact Support

Before Contacting Technical Support

Lansweeper is updated regularly to allow our users to enjoy new features & bug fixes based on our community's valuable feedback. Therefore, before contacting Technical Support, we recommend taking the following steps:

  1. Update Lansweeper to the latest version by following the steps in this guide. You can also find the latest Lansweeper installer right here.

  2. Consult our extensive knowledge base, which covers how-to guides on all Lansweeper features and troubleshooting guides for common issues. Our knowledge base is available to you 24/7.

  3. Review our Lansweeper Community, where you can find the answers to commonly asked questions or even ask questions yourself. Want to join our blooming community? Get access here.

  4. Check our changelog to see all the additions, changes, and fixes implemented in the Lansweeper software.

Should you require support regarding licensing issues or non-technical post-sales questions, please get in touch with sales.

When Contacting Technical Support

All licensed customers & active, unlimited trial users receive support from our Support Team. Support is provided via email. Only customers on an Enterprise plan can schedule a call for severity one issues.

You can submit a support case in English from any valid business email address. To keep communication clear, we request that you send a separate mail per issue.

Contacting our Support team via a non-business email address (e.g. Hotmail, Gmail, Yahoo, etc.) will slow down the resolution of your case as we cannot validate your active subscription.

To ensure your technical support case can be dealt with appropriately, please provide the following information when sending an email to technical support:

In the subject line:

    • A brief description of the problem needing technical support

In the email body:

  • Your company/customer's name, business email address, and location
  • Your partner's business name, contact name, and business email address (if applicable)
  • Your license type, either active trial or paid subscription with contract number
  • A detailed description of the issue with any troubleshooting steps taken, including
  • Screenshots/short recordings of the issue
    • To record: Open the Game Bar while you’re experiencing a problem by pressing the Windows logo key + G on your keyboard to capture videos and screenshots while issues occur.
    • You can also use Windows Steps Recorder to help troubleshoot problems by recording the exact steps taken when the problem occurred to send to Lansweeper support for diagnosis.
    • Use Windows Snipping Tool or ‘Snip & Sketch" (in Windows 10 & 11) to grab your screenshots.
  • A screenshot of the "Configuration\Your Lansweeper License" section in the Lansweeper web console.
  • Steps to reproduce the issue with all necessary information to allow the fastest possible resolution

Attachments:

  • Include server log files:
    • errorlog.txt, if present in "Program Files (x86)\Lansweeper\Service\", from the Lansweeper scanning server.
    • web_errorlog.txt in "Program Files (x86)\Lansweeper\Website\App_Data" on the Lansweeper web server.
The more accurate and complete information we receive, the faster a solution can be provided to you. To make your life easier, we have introduced the GatherLogs tool with Lansweeper version 10.3. Try it out now!

Technical Support – Terms of Service

Who is entitled to technical support?

  • Customers with an active paid license.
  • Customers with an active, unlimited trial key.

Technical Issue? Visit our Knowledge Base

Need help? For technical issues and support, please visit our Help Center

Visit Help Center

Helpful Resources

Service Level Objectives

We provide technical support services Monday through Friday, from 09:00 AM till 09:00 PM, Central European Time (CET), including during public holidays (worldwide), except for Christmas- and New Year’s Day. Central European Summer Time (CEST) will be used during the spring to summer months.

Lansweeper shall employ reasonable efforts to meet the below initial response times depending on your subscription plan.

Product

Starter Support ⓘ

Pro Support

Enterprise Support

Self-help Resources

Community Support

In-app Tutorials

Initial Response Time for Severity 1 (High)

Within 12 Support Hours

Within 8 Support Hours

Within 4 Support Hours

Initial Response Time for Severity 2 (Medium) & 3 (Low) ⓘ

Within 48 Support Hours

Within 24 Support Hours

Within 12 Support Hours

Schedule Support Call for Severity 1 (High) ⓘ

Support Team

Blended Support Team

Senior Support Team

Support Hours

Monday – Friday from 09:00 – 21:00 CET

Lansweeper support will determine the severity level of each technical support request.
By way of example, please refer to the table below.

Severity

Description

Examples

1
(High)

The product application is down or a major part of the application is not functioning.

  • A customer-facing service, like Lansweeper Cloud or the LsAgent Relay Server, is down for all customers.
    Confidentiality or privacy is breached.
  • An on-prem Lansweeper installation is down for all local users.
  • Core functionality is significantly impacted (e.g. all scanning stopped, helpdesk is down), no workaround is available.
  • A customer-facing service, like Lansweeper Cloud or the LsAgent Relay Server, is down for a subset of customers.

2
(Medium)

A malfunction in the product application which degrades the application performance or functionality, affecting your usage of the application.

  • Request for assistance with configuration issues for an on-prem Lansweeper installation.
  • Request for assistance with scanning issues encountered in an on-prem Lansweeper installation.
  • Core functionality is significantly impacted (e.g. scanning, helpdesk), but a workaround is available.
  • Performance issues.

3
(Low)

Issues or questions with no or limited impact on the functioning of the product application.

  • Feature request to add or improve Lansweeper functionality.
  • Request for a custom, sample report.

For any further questions, please consult our detailed Terms of Use.

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Key Features

Company

Partners

Resources

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