/ Guide / Multi-site
IT support for multiple locations only works when every location is the same.
Every site that grew up on its own becomes its own IT environment: its own workstations, configurations, security settings, network setup, support procedure and recovery procedure. Multi-location IT support then means learning each site again on every call.
Surya removes the variation first. One released profile per site type, applied at every location, with the same acceptance tests and the same replacement waiting at each site.
/ The problem
Variation is the cost.
- Workstations
- Peripherals
- Configurations
- Security settings
- Network setups
- Support procedures
- Recovery procedures
- Documentation
- Replacement processes
Each one varies by site, and each variation is paid for as:
- Compliance risk
- Security drift
- Downtime
- Support complexity
- Acquisition complexity
/ How it deploys
Platform first, then one site at a time.
- Qualify: the environment is compared against the released product profiles and every prerequisite is named, with an owner.
- Install: the declared scope is installed to the released standard, with a 30-day installation target once readiness is met.
- Accept: every required element passes its acceptance test, with the evidence recorded.
- Extend: the next site goes on the same standard with the same acceptance tests.
Unmet prerequisites move the start, not the finish line. Equipment is staged at the Surya facility in Research Triangle Park and shipped configured.
/ How support runs across sites
One support path for every location.
The Surya Agent Network takes the first response on every request, at every site. 78% of responses are AI-first, measured across every customer Surya operates over the 90 days to September 2026. Surya engineers work three shifts, 365 days a year. Response commitments for a scope are set in the written proposal.
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.
Every swap is recorded against the serial number, and each site's locker is replenished from the Surya facility.
/ Acquisitions and new sites
The next location goes on the same standard.
A new site, an acquired site or a relocated site goes through the same three steps: readiness, installation, acceptance. Nothing about it has to be learned by the support path, because it runs the same released profile as every other site of its type.
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