Direct, prioritized 10/5 manufacturer support incl. 24/7 emergency hotline and security updates for projects, guaranteed first response times (as of 30 min.)

24/7 manufacturer support and security updates for projects

Maximum network availability is the basis for the uninterrupted operation of business processes. To ensure that you and your ongoing projects are reliably protected in the event of network failures, LANcare Premium Support 24/7 provides you with round the clock support directly from the manufacturer – and even within just 30 minutes if you report massive operational disruptions by telephone. To reduce failures in the future and identify causes and patterns of disruptions, security updates and regular review meetings ensure optimized performance of your network. 

Note: This product has been renamed and was formerly known as LANCOM MSP-Care-24/7.

Product features

  • Full service package for secure high-availability network scenarios
  • Direct manufacturer support with 10/5 availability and additional 24/7 emergency hotline for projects
  • Guaranteed first response time of max. 30 minutes for reporting massive operational disruptions by telephone (priority 1)
  • Service hours from Monday to Friday from 8 a.m. to 6 p.m. (CET) with an first response time of max. four hours for concerns outside of massive operational disruptions (priority 2)
  • Security updates for reliable, secure network operation
  • Continuous improvement from quarterly review meetings
  • Terms and conditions are agreed individually
  • At least one customer employee must be LANCOM specialist certified


24/7 emergency hotline incl. prioritization directly from the manufacturer for projects

In an emergency, every minute counts: so call us in the event of massive operational disruptions of the registered device. Our experienced staff will provide you with advice and assistance within just 30 minutes – for 24 hours, 365 days a year – regardless of the Lifecycle Management phase the LANCOM devices are in. The disruption will be resolved as quickly as possible thanks to prioritized handling of your concern, including an automatic callback guarantee, so that your services are immediately ready for operation again.

For an optimal cooperation we require the participation in the LANCOM Specialist Workshop.

Service times with guaranteed first response times

Do you have hardware problems, configuration or information requests for which you need our support? Our experts will help you during service hours from 8 a.m. to 6 p.m. (CET) on business days (10/5). We handle your support case with an first response time of max. four hours.

High planning reliability with security updates

Plan ahead and benefit from full protection to ensure reliable business operations, especially in long-term projects. This includes free security updates of the respective operating system to ensure that all devices are always running at the highest level of security.

For more information on software maintenance and the product lifecycle of your device, please visit the Lifecycle Management website.

Service in premium quality

LANCOM creates with you an individual LANcare Premium Support 24/7 according to your needs.

Ongoing development included

LANcare Premium Support 24/7 is a service that goes beyond mere troubleshooting. Quarterly review meetings help you to derive trends and optimizations from recent support cases.


Booking after written offer

We are happy to prepare your individual offer for the LANcare Premium Support 24/7 Support. Please contact us by phone: +49 (0) 2405/49 93 6-210 or by e-mail at

LANCOM service hours

The LANCOM Service Hotline is available from Monday to Friday from 9 a.m. to 5 p.m. (except for regional holidays in Wuerselen, Germany (CET)).

Priority levels



Response time


Communication channel

Priority 1

  • Massive operational and network disruptions
  • Total failure
  • Permanent, detectable disruption with high impact on business operations

30 minutes


  1. Open a ticket in the support portal (specification of the LANcare Direct PIN required)
  2. Then call the LANCOM support hotline*

Priority 2

  • Operational disruptions with low effects on daily operations
  • Partial failures
  • (Minor) problems with the hardware
  • Configuration or information requests
  • Technical queries

4 hours

Monday to Friday from 8 a.m. to 6 p.m. (CET)

  1. Open a ticket in the support portal (specification of the LANcare Direct PIN required)

* In the event that you are not connected directly to a LANCOM employee, you can leave us a voice mail. We guarantee to call you back within the response times agreed in the LANcare product.

Note: Please note that the guaranteed response times do not apply to support requests submitted via e-mail.

Your way to LANcare

1. Choose LANcare

Use the practical overview to find the right LANcare product for your device. Please note that individual terms and conditions can be defined for LANcare Premium Support.

2. Buy LANcare

As an end customer, you can obtain LANcare via a LANcommunity partner or the distribution. If you are a partner, please get in touch with your LANCOM sales contact. In both cases you will receive a LANcare license number.

3. Register LANcare

To activate your LANcare product for your device, registration is mandatory. To do this, enter the serial number of the device and the license number of the LANcare product conveniently online. In addition, bulk registration is available for registering several LANcare products at the same time. You will then receive a registration confirmation by e-mail.

4. Use LANcare

Benefit from LANcare protection such as security updates and an extended replacement service for your device. With LANcare Direct or LANcare Premium Support, you will also receive a PIN that you can use to access the LANCOM support portal and contact the support team in the event of a service issue.

Further information on all LANcare products can be found in the manual LANcare.

Request for quotation

If you need help, our support team is available Monday to Friday from 9 a.m. to 5 p.m. (except for regional holidays in Wuerselen, Germany, CET):

LANCOM Service Hotline
+49 (0)2405 49936 210

Are you interested in one of our service and support products? W
e will gladly make you an individual offer.

Your Inquiry