How Real Time Fault Alerts Reduced Elevator Downtime and Improved SLA Compliance

Reducing Elevator Downtime with Real-Time Fault Alerts & SLA Based Ticketing

The Problem

A regional elevator service provider was responsible for maintaining more than 300 elevators across residential and commercial buildings.

Their maintenance process relied heavily on customer complaints to identify breakdowns. Service requests were logged manually, technicians were dispatched without complete fault information, and managers had little visibility into response times or SLA performance.

As the customer base grew, these challenges became more frequent:

• Critical faults were reported only after elevators stopped operating.
• Service teams spent valuable time diagnosing issues on-site.
• SLA commitments were difficult to monitor across multiple locations.
• Building managers had limited visibility into maintenance progress.
• Repeated failures increased customer dissatisfaction and operational costs.

The company needed a smarter way to detect issues early, prioritize service requests, and monitor technician performance.

RNDSquare implemented the Real Time Fault Alerting and SLA Based Ticket Management capability within its Smart Elevator Operations Suite.

IoT hardware installed inside the elevator control panel continuously monitored controller events and transmitted operational data securely to the cloud.

Whenever the system detected abnormal conditions such as controller fault codes, emergency brake activation, prolonged door-open events, or communication failures, it automatically generated alerts and created service tickets.

Each ticket included:

• Elevator identification
• Fault category and priority
• Timestamp of occurrence
• Current elevator status
• Assigned technician
• SLA deadline
• Complete activity history

Operations managers could monitor all open incidents from a centralized dashboard while technicians received instant notifications to begin troubleshooting immediately.