ℹ️ Please whitelist the lansweeper.com domain to ensure a fast resolution time for your technical support case.
If you are having technical issues with Lansweeper and can’t find a solution in our online resources, you can reach out to our technical support team by creating a case in the support portal. Please make sure to include all relevant information (specified in the FAQ below). The more accurate and complete information we receive, the faster a solution can be provided to you. Learn how to create a support portal account.
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:
You can update Lansweeper to the latest version by following the steps in this guide. You can also find the latest Lansweeper installer right here.
If you require support regarding licensing issues or non-technical post-sales questions, please contact our Sales team.
You can contact our technical support team by creating a case in the support portal on the Lansweeper community. Make sure to use an account with a business email address so your case can easily be connected to the correct license information. To keep communication clear, we request that you create a separate case for each issue.
If you are not yet registered in the community, follow these steps to register and log in. If you are already a Lansweeper Cloud Customer, you can simply log in with your Lansweeper Cloud account.
When creating a case for technical support, please provide the following information to ensure your case can be dealt with appropriately. The more accurate and complete information we receive, the faster a solution can be provided to you.
In the subject line:
In the description:
If you have purchased Lansweeper through one of our partners, please provide your partner’s business name, contact name, and business email address.
A detailed description of the issue with any troubleshooting steps taken, including
Screenshots or short recordings of the issue help our team to better understand your issue faster.
Steps to reproduce the issue with all necessary information to allow the fastest possible resolution
Attachments:
Server log files. You can easily gather these using the GatherLogs tool that is included in Lansweeper version 10.3 and higher.
All users with an active paid license or an active trial license are entitled to receive support from our technical support team. If you do not have an active paid license or trial, you can still access the knowledge base, community, and training guides to solve your issue.
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 spring and summer.
Lansweeper shall employ reasonable efforts to meet the below initial response times depending on your subscription plan.
| Starter Support | Pro Support | Enterprise 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 |
Blended Support Team |
Senior Support Team |
|
Support Hours |
Monday – Friday from 09:00 – 21:00 CET |
| Starter Support | Pro Support | Enterprise 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 |
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. For any further questions, please consult our detailed Terms of Use.
| Description | Examples | |
|---|---|---|
|
Severity 1 (High) |
The product application is down or a major part of the application is not functioning. |
|
|
Severity 2 (Medium) |
A malfunction in the product application which degrades the application performance or functionality, affecting your usage of the application. |
|
|
Severity 3 (Low) |
Issues or questions with no or limited impact on the functioning of the product application. |
|
| Description | Examples | |
|---|---|---|
|
Severity 1 (High) |
The product application is down or a major part of the application is not functioning. |
|
|
Severity 2 (Medium) |
A malfunction in the product application which degrades the application performance or functionality, affecting your usage of the application. |
|
|
Severity 3 (Low) |
Issues or questions with no or limited impact on the functioning of the product application. |
|