We are currently experiencing an unusual increase in technical support cases.
There is no need to send in multiple emails in regards to your request. We will get back to you as soon as possible. Thank you for your patience.

Contact Support

Before Contacting Technical Support

Lansweeper is updated on a regular basis. Updates can include new features, but they can contain bug fixes as well to address issues discovered in the software. If your support case concerns a technical issue with your installation, please try updating first by following this guide to update your installation.

If needed, you can always
check our change log to see all the additions, changes and fixes that have been implemented in the Lansweeper software.

Here, you can find the latest Lansweeper installer.


Should you require support regarding licensing issues or non-technical post-sales questions, you can contact sales through our webform.

Technical Support Services

 

First Line Technical Support

First-line support is made available to you via the articles in our knowledge base which covers how-to guides on all Lansweeper features as well as troubleshooting guides for common issues. Our extensive knowledge base is available to you 24/7.

Additionally, we have a community-based Lansweeper forum where you can review the answers to commonly asked questions or even ask questions yourself. Here you can access our forum.

Second Line Technical Support

Second-line support is provided for licensed customers by email. You can submit a support case in English from any valid business email address. To keep communication clear, we would like to request that you send a separate mail per issue.

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

  • A detailed description of the issue.
  • Screenshots of the issue (if available).
  • Screenshot of the Configuration\Your Lansweeper License section of your Lansweeper web console.
  • Program Files (x86)\Lansweeper\Service\Errorlog.txt, as present on your Lansweeper scanning server.
  • If it exists, the error log present in Program Files (x86)\Lansweeper\Website\App_Data on your Lansweeper web server.

Technical Support – Terms of Service

Who is entitled to technical support?

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

Service Level Objectives

We provide technical support services Monday through Friday, from 09:00 AM till 05:00 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 following initial response times to respond to technical support requests according to their priority:

  • High priority: 4 Business Hours
  • Medium priority: 24 Business Hours
  • Low priority: 40 Business Hours

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

 

Priority

 

Initial Response Time

 

Description

 

Examples

 

High

4 Business Hours

"High" means that the Software or a major part of the Software is not functioning.

  • A customer-facing service, like Asset Data Platform or the Cloud 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 Asset Data Platform or the Cloud Relay Server, is down for a subset of customers.

Medium

24 Business Hours

"Medium" means that there is a malfunction in the Software which degrades the Software performance or functionality, affecting Your usage of the Software.

  • 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.

Low

40 Business Hours

"Low" means issues or questions with no or limited impact on the functioning of the Software, such as e.g. report and change or improvement requests in relation to the Product.

  • Feature request to add or improve Lansweeper functionality.

  • Request for a custom, sample report.

Technical Issue? Visit our Knowledge Base

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

Helpful Resources