Incident Management
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Dedicated compute keeps concurrent queries stable and complex analysis fast.
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Dedicated compute keeps concurrent queries stable and complex analysis fast.
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ABOUT KONE
Headquartered in Finland, KONE provides elevators, escalators, automatic doors, maintenance and modernization services. Its people-flow solutions connect buildings with everyday urban life. At the end of 2025, KONE employed more than 60,000 people across close to 70 countries.
After integrating Guance, we had a real-time monitoring system for our digital maintenance business. … Data was fully connected between our operations and development departments.
BUSINESS CHALLENGES
Finding the requests, components and business impact behind an alert requires connected operating data. KONE needed an investigation path that its fragmented monitoring could not consistently provide.
Engineers had to inspect performance, application behavior and logs separately, repeatedly aligning timestamps and affected objects.
Equipment and digital services have their own operating dimensions. Custom collection and alerting were needed beyond standard infrastructure metrics.
Different log formats and fields needed parsing and consistent presentation so records could be related to alerts and application calls.
KEY RESULTS
Expected reduction in fault investigation time
Expected reduction in incident response time
Expected reduction in business-log preparation hours
CUSTOMER INTERVIEW
Xu Lubao, Digital Operations Engineer at KONE, shares the team’s experience with Guance.
SOLUTION
RUM, APM and logs are brought into Guance together. Engineers can start with a user-visible issue and follow related requests, services and logs without rebuilding the context at each step.
Expected reduction in fault investigation time
Programmable collection and alert scripts bring equipment and business state into monitoring, allowing investigation to continue beyond standard resource metrics.
Expected reduction in incident response time
Parse formats, extract fields and present records consistently. Logs can then be investigated alongside alerts and traces to support both incident analysis and operational trends.
Expected reduction in business-log preparation hours
BUSINESS IMPACT
Development and operations can inspect the same requests and records, reducing repeated searches and screenshot exchanges.
Custom scripts add equipment and service dimensions to collection, analysis and alerts.
Central collection and parsing retain the relationships between alerts, application calls and original records.
Work with Guance specialists to plan equipment-service monitoring, application tracing and business-specific collection.
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