KONE Remote Service – The New Generation of Intelligent Elevator Maintenance

KONE launches Remote Service, expanding its KONE Intelligent Service offering with secure remote diagnostics, software updates and faster support for passenger entrapments—helping keep people moving while complementing expert on-site maintenance.

Building owners today expect more than reliable maintenance. They expect faster response times, minimal disruption and digital services that keep their buildings running smoothly. At the same time, advances in connectivity are transforming elevator maintenance. Today, experts can not only detect potential issues earlier, but also resolve some of them remotely.

KONE is bringing this next generation of elevator maintenance to Romania with the launch of KONE Remote Service. As part of KONE Intelligent Service, it builds on the proven capabilities of KONE 24/7 Connected Services by enabling secure remote diagnostics, software updates and faster support for issues such as passenger entrapments—helping restore service sooner while complementing expert on-site maintenance.

From predictive to proactive to immediate action

For years, connected technologies have helped the elevator industry move beyond simply reacting to faults towards predicting potential issues before they cause disruption. Today, the next step is no longer just knowing that something needs attention—it's being able to respond immediately.

This is where KONE Remote Service comes in. As the latest enhancement to KONE Intelligent Service, it builds on the proven capabilities of KONE 24/7 Connected Services by enabling KONE experts to securely connect to compatible elevators and take action remotely. From diagnosing technical issues and validating elevator operation to performing secure software updates and supporting faster passenger entrapment resolution, Remote Service helps restore elevator service sooner while complementing expert on-site maintenance.

For building owners and facility managers, the benefits are clear: less downtime, faster support and fewer unnecessary service callouts. And when an on-site visit is needed, technicians arrive with a clearer understanding of the issue, helping resolve it more efficiently.

What does this mean for your building?

The biggest difference isn't that elevators are connected—many compatible KONE elevators already are. The difference is what KONE experts can now do with that connection.

When an issue occurs, support can begin immediately. Instead of waiting for a technician to arrive before the first assessment takes place, KONE experts can securely connect to the elevator, understand its status and determine the fastest and safest way forward.

The impact is already measurable:

Up to 20% of passenger entrapments can be safely resolved remotely within minutes, helping reduce waiting time while maintaining the highest safety standards.
Up to 30% of service callouts can be resolved remotely, helping restore elevator service faster while reducing unnecessary technician visits.

Whether an issue can be resolved remotely or requires an on-site visit, customers benefit from a faster response and better-informed maintenance. When technicians do visit, they arrive with a clearer understanding of the issue, helping reduce repair time and improve the overall service experience.

More ways to keep people moving

Every service request begins with the same objective: restoring elevator operation as quickly and safely as possible. What has changed is how that support can begin.

Whether an issue is identified through connected monitoring, reported by a customer or addressed as part of planned maintenance, KONE experts can securely connect to compatible elevators and determine the most effective course of action.

Depending on the situation, KONE Remote Service provides experts with a range of remote capabilities that complement on-site maintenance and help restore elevator service sooner.

Related Tags

Remote elevator car call

Validate your elevator's operational status in real time for faster troubleshooting and immediate status verification.

Remote restart

Support faster passenger entrapment resolution and restore eligible elevators to operation safely through remote restart.

Remote test sequence

Identify minor deviations before they affect building users with automated testing performed when the elevator is not in use.

Over-the-air software updates

Keep compatible elevators up to date with secure software updates that improve performance, strengthen cybersecurity and enable new features throughout the equipment lifecycle.

Together, these capabilities help restore elevator service more quickly, giving building owners peace of mind that expert support is always within reach.

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Safety by design

Every remote intervention is performed under strict safety procedures, complies with local authority requirements and never overrides the elevator's built-in safety systems.

Remote Service is designed to complement—not replace—expert on-site maintenance. All remote operations are carried out by trained KONE specialists using secure, encrypted connections and approved procedures. When an on-site visit is required, technicians are dispatched as normal, ensuring every elevator continues to receive the right support at the right time.

Why it matters for new buildings

For customers investing in a new elevator, digital services are no longer an optional extra—they are becoming an essential part of long-term building performance. Choosing a connected KONE elevator means the building is ready to benefit from the latest KONE Intelligent Service offering from the moment it enters operation, helping maximise uptime, simplify maintenance and support future digital innovations.

Looking ahead

Remote Service is more than a new digital capability. It represents another step in the evolution of KONE Intelligent Service, expanding the ways KONE experts can support customers while continuing to deliver the trusted on-site service they rely on.

By combining connected technologies with human expertise, KONE is helping shape the future of elevator maintenance—making support faster, smarter and more responsive whenever it matters most.

Explore KONE Remote Service

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