/ Guide / Questions
Questions buyers ask, answered directly.
These are the questions that come up during qualification, answered the way they are answered on a call. Where a limit exists, it is stated instead of softened.
What does Surya actually sell?
Surya builds and operates standardized technology products for mission-critical physical environments: the site network, the endpoint environment, physical recovery, the operating layer that maintains them, and the governed AI foundation. There are exactly three product-level buying options: Surya Endpoint, Surya Fabric and Surya AI Foundation. Product support is included and open-ended consulting is not.
What does it cost?
It is quoted for the covered sites and devices. Scope, prerequisites and commercial terms are confirmed in writing before an order is accepted.
Can I buy Surya Control or Surya Standby on their own?
No. Surya Control is the operating layer inside every product and is never a separate purchase. Surya Standby is the physical recovery layer inside Surya Endpoint, used where the released profile requires physical recovery.
What happens when a workstation fails at a site?
The person at the site makes the first move. If the device is obviously dead, they go straight to the prepared replacement; if it might come back, they call support and a 30-minute restoration window opens, and the replacement comes out if the device is still not working when the window closes. Either way the swap is recorded against the serial number.
Who owns the devices?
You do. The customer purchases and owns the devices, including the replacement devices held at the site. Surya provides, installs, owns and operates the on-site badge-access smart locker where the released arrangement includes one.
Is a replacement device the same as a backup?
No. A replacement device is not a backup. Protected data is restored from the locations declared in the standard, and local-only data outside those locations is not promised to reappear.
Do you guarantee a recovery time?
No. Standardization makes site technology more predictable to operate and to recover, but Surya does not publish a recovery-time guarantee. Local replacement covers device failure, not an application outage, an identity outage, a power loss or every kind of network fault.
Does Surya replace our IT team?
No. Surya operates the supported technology foundation. The business, its applications, its AI workflows, access decisions and data authority stay with your organization, along with the Microsoft tenant and the licenses.
Can we keep our own consultants?
Yes. You can hire your own consultants at any time. Surya does not become their implementation staff, and they cannot create obligations for Surya. If a consultant changes the standard, the affected scope is identified and its status is restored or resolved.
What has to be true for us to qualify?
Fit depends on the product you need: a supported configuration for that product, named business, access and data owners where required, acceptance of the product's operating standard and change process, and confirmation of the prerequisites for the proposed scope. Endpoint requirements do not automatically apply to Surya Fabric or Surya AI Foundation.
What is in scope for endpoints?
Supported Windows hardware and currently supported Windows releases named in the release manifest, with approved applications, integrations and peripherals from a versioned catalogue. Other endpoint operating systems are outside the supported standard.
Can we reuse the equipment we already have?
Sometimes. Existing equipment is reused only where hardware, firmware, support life, security capability and recovery tests meet the released specification. Equipment that does not meet it is named during the review rather than carried forward quietly.
Are single-site organizations excluded?
No. Single-site organizations are not excluded. Installation, field response and replenishment coverage are confirmed for the proposed sites during qualification.
What does Surya do about OT and cyber-physical systems?
Where that layer is in scope, Surya Fabric extends across the IT and OT boundary: asset visibility delivered with Claroty, segmentation between the business and operational environments, monitoring of the boundary and the paths permitted across it, a defined recovery procedure for supported network components, and evidence of what is connected, changed and denied. Claroty licensing is a customer requirement where the OT capability is in scope.
Will Surya touch our PLCs or production machinery?
No. 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. Surya covers the computing that supports production equipment, not the machine.
How does this work around medical devices?
We work up to the port, not past it. 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.
How is HIPAA handled?
Handling is HIPAA-aligned under a signed business associate agreement, and drives are erased to NIST 800-88 where erasure applies with a certificate filed against the serial number. HIPAA compliance remains an organizational responsibility. Surya provides scoped technology controls, operational practices and evidence that support your program.
What evidence can we see before enrolling anything?
The SOC 2 Type II examination is complete and the report is available on request under NDA; an attestation is not a certification. Your security team can request the full data-flow and access documentation before anything is enrolled.
Which environments does Surya serve?
Three classes of physical environment consume the same product architecture: industrial, commercial and healthcare. The products and the standard do not change per environment; the profiles selected and the devices covered do.
How does Surya decide which specialized devices are covered?
Through the critical device audit and three tests: does its failure stop or materially disrupt production, revenue, care or site operations, can the supported setup be defined and reproduced reliably, and can trained site staff replace it through a controlled runbook without a specialist physically present. Coverage for those device classes is quoted separately, by device class.
What happens if we leave?
Because the assets and licensing are yours, leaving is a transition rather than a rebuild. Exit treatment comes from the approved agreement.
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