Clear intake
Collect essential incident information from the first contact.
Urgent incident intake and technical coordination based on the case, elevator location and service requirements.
We start by collecting essential case information, then coordinate the technical action and follow-up.
Identify the contract or site and describe the current condition.
Understand the case and determine information needed for routing.
Assign and follow the incident until the result is recorded.
A clear incident path from intake through technical coordination and documented outcome.
Collect essential incident information from the first contact.
Coordinate the case with the appropriate technical team.
Track incident status through a clear operational path.
Record actions and observations related to the incident.
Four steps to organize response and follow-up.
Record elevator, location and issue details.
Request details that help clarify the situation.
Coordinate with the appropriate technical team.
Update incident status and document the outcome.
Priority and response depend on the incident, site type and contract context.
Home-elevator incidents based on service context.
Support for residential elevator issues.
Operational incident support for commercial sites.
Response determined from site and contract information.
Emergency service starts with the incident and the customer first, then moves into field dispatch. Each stage is made clear from intake through case completion.
The case is recorded when reported and linked to the contract, elevator and customer information.
Follow-up starts by reviewing the case and contacting the customer to confirm the issue, location and priority.
Contract, district and location data support routing the task to the appropriate technician.
After assignment, field travel begins and the trip-start time is retained in the case record.
On arrival, the condition is assessed, the required action is performed and observations, photos and outcome are documented.
The case closes after the result and completed action are recorded so follow-up remains linked to the elevator service history.
Case handling and customer contact begin when the incident is logged. Field travel is then measured separately. During the rolling 12-month period (2025-09-20 to 2026-09-20), 258 recorded emergency cases were analysed. These are reviewable operating indicators, not a fixed contractual promise.
Case review and customer contact begin when the incident is logged to confirm the issue, location and priority before field routing.
median elapsed time from case creation to technician trip start during the measurement period.
median elapsed time from case creation to site arrival during the measurement period.
share of records with documented trip-start / arrival timestamps, enabling actual operational oversight of emergency cases.
Useful information when contacting us about an urgent elevator issue.
Share the elevator, location and issue details to help route the incident appropriately.