/ Guide / Industrial
Manufacturing IT support, built for the shift that is running right now.
On a plant floor, IT support is judged by whether the line keeps moving. A failed HMI workstation, edge PC or switch is a production event with a cost measured in shifts and shipments, and the fix has to exist before the failure.
Surya brings AI and people to the plant: released profiles for the computing around the line, AI agents in the Surya Agent Network taking the first response, people on shift 24/7 handling exceptions, and replacements prepared at Research Triangle Park held at the plant.
/ What fails
What the plant actually calls about.
- HMI workstations, where an operator loses the interface to the process.
- Edge and engineering PCs that hold the supported computing around production equipment.
- Plant-floor endpoints, printers and scanners the shift records its work on.
- The line's network: edge, switching, wireless and segmentation.
- Firewalls and on-prem servers, where one component takes the site with it.
Surya covers the computing that supports production equipment, not the machine.
/ How support runs
The agent answers first. Engineers take the rest.
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, 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 it fails
Replacement at the plant, not in transit.
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.
Workstations are held in an on-site badge-access smart locker. Qualified switches, firewalls and other critical equipment are held in an existing secure room or cage with the custody tracking specified for the agreed configuration, including RFID where confirmed, and retrieved by designated staff. Larger equipment is staged on site or shipped from the Surya RTP Distribution Center. The customer purchases and owns the equipment, including the prepared replacements; Surya provides, installs, owns and operates the locker.
/ The OT boundary
Written down before anything is enrolled.
Surya does not perform PLC programming, ladder logic, process engineering, controls engineering or machinery optimization, and does not take responsibility for production equipment or its safety systems. OT and CPS security is part of Surya Fabric, delivered with Claroty; on a network Surya does not operate it is available as a visibility scope only, without enforcement.
Handling for manufacturing customers is aligned to NIST 800-171, the control set CMMC Level 2 is built on. Compliance remains an organizational responsibility.
/ What a plant buys
AI and people for plants that keep running.
Buyers often search for managed IT services for manufacturing. What a plant buys from Surya is a recurring subscription for the products in scope plus a fixed deployment fee, a released standard that every site runs, acceptance tests with the evidence recorded, and Surya Control operating inside Surya Endpoint and Surya Fabric. There is no private architecture, no named engineer and no bespoke roadmap. Operated products are run by AI agents, people on shift 24/7 and supported equipment prepared from the Surya RTP Distribution Center, and a bounded microsolution such as Microsoft 365 licensing can be the first purchase.
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