KONE Customer Care: A Practical, Expert Guide for Building Owners and Facility Teams

How to Reach KONE Customer Care 24/7

KONE operates a 24/7 Customer Care Center in every country where it provides services, ensuring round-the-clock support for elevators, escalators, and automatic doors. For emergencies (such as entrapments), use the dedicated phone located inside the elevator car or at the landing station—this routes directly to a trained operator who can identify the unit and dispatch a technician immediately. Do not use email or web forms for emergencies.

For non-urgent issues (noise, ride quality, door behavior, indicator faults, preventative check requests), visit the official contact page and select your country: https://www.kone.com/en/contact/. From there you can find the correct service number, request callbacks, or submit service requests via KONE Online/KONE Mobile if your site is enrolled. Because phone numbers and escalation paths are country-specific, always verify the local contact listed for your site.

Verified Contact Resources

Primary website: https://www.kone.com. For all regional customer service numbers and forms, use: https://www.kone.com/en/contact/. Your elevator car will also display a service label with a unit identifier and a local emergency number; photograph this label and store it in your building’s incident plan. In machine rooms, the service contact and unit identifiers are typically repeated in the maintenance logbook.

If you manage multiple buildings, ask your KONE account manager to enable portfolio-level access in KONE Online (web portal) and KONE Mobile (iOS/Android). These digital channels let you log calls, track technician ETA and status, view invoices and service reports, and export maintenance records for audits.

What to Expect When You Call

Customer Care will triage the case into one of three categories: emergency (entrapment or life-safety risk), urgent (unit out-of-service in a critical zone), or routine (unit operates but has issues). Emergencies are prioritized immediately; routine calls are scheduled based on contract entitlements and technician availability. In many markets, entrapment response aims for under 60 minutes, while routine response is typically same day or within 24–72 hours depending on your service plan and location.

Upon creating a case, the center issues a service order number and, if you are using KONE Online/Mobile, you will see live status updates, including technician assignment and arrival estimate. After the visit, a digital service report is posted to your portal, documenting findings, parts used, and any follow-up actions or quotes.

Information to Have Ready

Having complete information speeds dispatch and improves first-time fix rates. Prepare the following before you call or submit a request:

• Exact unit identifier (from the car plate, door jamb, or machine room) and building address, including floor/zone where the issue occurs.
• Symptoms with specifics: error codes/messages, noises (e.g., “metallic scraping on open”), times of day, load conditions, and whether the issue is repeatable.
• Safety status: any passengers trapped? Any door obstruction or trip hazards? Has the unit been removed from service (barriered, keyed off)?
• Access instructions: loading dock hours, security procedures, parking limitations, and on-site contact with phone number.
• Authorization scope: PO number if required, spending limit for minor repairs, and billing contact details.

If passengers are trapped, keep the car’s emergency phone line open. Do not attempt to force doors. Provide the number of occupants, any medical conditions, and whether the car is near a landing. The operator remains on the line until a technician or first responder arrives.

Service Options and Typical Pricing

KONE offers tiered maintenance contracts that range from basic preventive maintenance to full-service, parts-inclusive agreements. Naming and inclusions vary by country, but generally: basic plans cover scheduled maintenance and safety checks; mid-tier plans bundle common wear parts and prioritized response; comprehensive plans include most parts and more rapid response windows. Ask your local team for a line-item scope so you know what’s included and excluded.

Indicative monthly costs (per unit) vary by region, unit type, and traffic profile. For low-rise hydraulic/passenger elevators in many markets, budget roughly USD/EUR 120–300 for basic coverage, USD/EUR 250–500 for mid-tier, and USD/EUR 400–800 for comprehensive; high-rise, heavy-traffic, or specialized units can exceed these ranges. Multi-site portfolios often qualify for volume discounts. Modernization and major repairs can range from USD/EUR 3,000–25,000 for targeted upgrades (doors, controllers) to USD/EUR 80,000+ for full modernization—obtain a site-specific survey for accurate pricing.

SLAs and Performance Metrics

When negotiating or reviewing your agreement, clarify service-level targets and reporting cadence. Typical targets include entrapment arrival time (e.g., ≤60 minutes), urgent call response (e.g., same business day), routine call response (e.g., within 1–3 business days), first-time fix rate (target 75–90% depending on portfolio), and uptime/availability (often 99%+ for high-traffic passenger units). Actual commitments depend on your plan and local regulations.

• Ask for quarterly KPI reports: number of calls per unit, mean time to repair (MTTR), mean time between calls (MTBC), entrapment count, and availability percentage by unit.
• Request visibility of parts lead times for critical components (door operators, VVVF drives, CPUs) and whether your site is enrolled in connected monitoring (KONE 24/7 Connected Services).
• Confirm escalation triggers (e.g., any entrapment >45 minutes escalates to duty manager) and on-call coverage during holidays and extreme weather events.

KONE’s connected maintenance offering (often branded KONE 24/7 Connected Services) uses sensor data and analytics to detect anomalies and generate pre-emptive work orders. While results vary by site, many portfolios see fewer unexpected stoppages and shorter repair times because technicians arrive with likely fault data and parts.

Digital Tools: KONE Online and KONE Mobile

KONE Online (web) and KONE Mobile (app) centralize operations: submit and track service requests, view maintenance calendars, download service reports and invoices, and monitor the live status of connected units. Portfolio dashboards highlight units with recurrent issues, enabling targeted investment decisions (e.g., door system upgrades to reduce nuisance trips).

Enrollment is handled by your local KONE representative. Access is role-based, so property managers, front-desk teams, and finance can have different permissions. There is typically no additional fee for portal access with an active maintenance agreement, but confirm with your local office. For security, enable multi-factor authentication and review user access quarterly.

Safety and Escalation

For any entrapment: stay calm, use the car’s emergency phone, keep passengers informed, and wait for trained personnel. Do not attempt self-rescue or door forcing, as this can cause injury and damage. Building staff should secure the landing and keep the area clear.

If a case is time-critical (medical issues, high-traffic outage) or a promised window is at risk, call Customer Care with your service order number and request escalation to the duty supervisor. For persistent issues on the same unit, ask your account manager to schedule a root-cause analysis and provide a corrective action plan with dates, parts, and cost (if applicable).

Common Issues and How Customer Care Resolves Them

Frequent service drivers include door obstruction or alignment issues, car leveling variance, intermittent door safety edge faults, and controller communication errors. Many door-related faults can be resolved within one visit if parts are on hand; recurring door faults often indicate worn rollers or tracks, which may justify a door modernization kit.

For connected units, Customer Care may see remote diagnostics (temperature alarms, drive faults, repeated re-leveling) and proactively dispatch a technician with the correct spares. Where safe and permitted, some controllers allow remote resets after a diagnostic check; otherwise, an on-site visit is scheduled with appropriate priority.

Warranty, Parts, and Approvals

New equipment typically carries a manufacturer warranty (often 12 months from takeover, varying by country and contract). Maintenance agreements may include extended parts coverage; confirm exclusions such as vandalism, water ingress, misuse, or building power quality issues.

Use OEM-approved parts and procedures to maintain compliance and insurance coverage. For any controller or safety component replacement, ensure documentation and, where required by local law, third-party inspection or authority approval prior to returning the unit to service.

Compliance and Documentation

KONE provides service reports after each visit, annual inspection support, and maintenance task logs aligned with local code requirements. Keep digital and printed copies for at least the period mandated by your authority having jurisdiction. Many regions require the emergency number and unit ID to be posted inside the car and machine room—verify these are present and legible.

For audits, export from KONE Online a 12–24 month history of calls, repairs, and inspection certificates. Pair this with an asset register listing make/model, controller type, door operator model, and last modernization date to support budgeting and lifecycle planning.

Quick Links and Next Steps

Start here to find your local KONE Customer Care contact: https://www.kone.com/en/contact/. If you operate multiple buildings, ask your KONE representative to enable KONE Online and KONE Mobile, and request quarterly KPI reporting aligned to your SLA. Establish an on-site playbook with the emergency number, unit IDs, and escalation contacts, and review it with your staff every 6–12 months.

Founded in 1910 and operating in 60+ countries, KONE supports a wide range of equipment and portfolios. The most effective customer-care relationships are built on clear SLAs, data transparency, and proactive maintenance—set these up early to minimize downtime and protect passenger safety.

What is KONE 24-7 connected services?

We connect your elevators, escalators, and automatic building doors to our cloud-based service and use artificial intelligence-based analytics to make smarter predictive maintenance decisions that take people flow to a whole new level.

How do I call the KONE hotline?

For general inquiries please call KONE customer service at +65 6424 6246.

Who is the owner of KONE?

Since 1924, Kone has been controlled by the Herlin family.

How do I email KONE elevator support?

[email protected]
Report a service need or incident
For non-urgent requests you can also email [email protected].