/ Guide / Healthcare
Healthcare IT support that is already at the site when something fails.
A medical practice does not lose a ticket when a workstation fails. It loses a room, a schedule and the patients booked into it. Healthcare IT support has to be measured against that clock, not against a response-time table.
Surya delivers it as a product: one device standard for every location, the Surya Agent Network taking the first response, engineers on three shifts, and a prepared replacement waiting at the site.
/ How support runs
Support is a product, not a queue of hours.
Every request goes first to the Surya Agent Network, which handles the routine work and hands anything it is not permitted to finish to Surya engineers on shift. 78% of responses are AI-first: the first response comes from the Surya Agent Network, not a person, measured across every customer Surya operates over the 90 days to September 2026. Surya engineers work three shifts, 365 days a year.
There is no hourly engineering, no retainer and no charge for access to people. Response commitments for a scope are set in the written proposal.
/ When a device fails
The two-move rule at a clinic.
The person at the site makes the first move. If the device is obviously dead - no power, damaged, will not start - they go straight to the locker and pull the working replacement. If it might come back, they call support and a 30-minute restoration window opens; if it is not working at the end of that window, the replacement comes out of the locker. Either way, the swap is recorded.
Prepared replacements for workstations are held in an on-site badge-access smart locker, accessed with the employee's existing corporate identity. Every swap is recorded against the serial number, and the locker is replenished from the Surya facility in Research Triangle Park.
/ Medical practices and clinic groups
One standard for the front desk, the exam room and check-in.
- Front desk workstations and the peripherals the schedule runs on.
- Exam room workstations.
- Check-in kiosks and tablets.
- Imaging capture workstations.
- Label and wristband printers.
- Badge readers.
- Clinic connectivity: the network the rooms depend on.
Surya covers the technology that supports the clinical device: the workstation, printer, network connection and supported computing layer. The clinical device itself remains under the authority of the healthcare organization and its medical-equipment vendor unless separately qualified and contracted.
We work up to the port, not past it.
No patient data enters the device flow. Surya captures configuration, not records.
/ Compliance
What is signed, and what stays with you.
- A business associate agreement is available.
- HIPAA-aligned handling at every site in scope.
- SOC 2 Type II audited. Report available on request under NDA.
- Certified data erasure to NIST 800-88, with a certificate filed against the serial number.
- Serial-level chain of custody for every device that moves.
HIPAA compliance remains an organizational responsibility. Surya provides scoped technology controls, operational practices and evidence that support your program.
/ Your IT team
Your IT team and current providers can remain in place.
Under Surya Standby on its own, ongoing administration of the tenant, the endpoints and the network stays with your organization or its current provider; Surya keeps the replacements ready, issues them through the recorded workflow and handles returns and replenishment. Surya Endpoint adds the standardization and administration of the workstation estate. Surya Fabric adds the site network.
Check Fit.
Tell us how many locations you run and what stops when a workstation, printer or connection fails.
Check Fit