Queue time, triage time, callback time — all billed to you as labor. Surya's service desk lives in Microsoft Teams, resolves most requests by automation in seconds, and escalates to engineers only when judgment is required.
When the labor is gone, so is the line item.
/ How It Works
No portal, no phone tree, no ticket forms. An employee types the problem the same way they'd message a colleague — in the channel and interface they're already in all day. A staffed desk measures itself in answer times and callbacks. Those metrics exist because waiting exists. Resolution inside Teams doesn't shorten the queue — it removes it. The request is made where the work happens, and most of the time it's closed before a traditional desk would have assigned it a number.
Cost implication: zero call-center staffing baked into your price.
The AI layer is wired into your knowledge base, identity system, and systems automation. Password resets, access requests, software provisioning, common fixes — executed automatically with a full audit trail. If the request needs a human, it's routed with full context already attached.
Cost implication: resolution at near-zero marginal cost instead of a 30-minute labor charge.
Anything requiring judgment, risk assessment, or hands-on work routes to a named engineer with the full conversation and system context attached. Humans in the loop by design, not by default.
Cost implication: you pay for engineering judgment, never for ticket shuffling.
“My laptop is dead” is not a knowledge-base problem. When AI triage determines the resolution is physical — replacement, repair, peripheral, new-hire kit — the request flows directly into Surya's RTP logistics operation: a configured, imaged, serialized device ships from the spare pool, and the failed unit routes back for triage, reclamation, or certified destruction. No procurement ticket. No “we'll order one.” The service desk and the warehouse are one system, and the request closes with a tracking number.
Cost implication: hardware-terminal tickets — the ones that stall for days at a traditional MSP — resolve on logistics timelines, and downtime is the most expensive line item nobody invoices.
/ Two Pillars, One System
AI-first support fails on a chaotic fleet. Because every Surya endpoint runs an identical, hardened, zero-trust configuration, the AI operates against a known state — it isn't guessing what's on the machine.
This is also why our costs are structurally lower: not discounted, engineered out. We don't sell the service desk standalone; the two pillars are one system.
The same is true on the other end. AI-first support without physical fulfillment dead-ends the moment a request requires hardware. We don't sell the service desk standalone because it isn't standalone: engineered state on one side, physical fulfillment on the other, automation in between. Buy the middle without the ends and you've bought a suggestion engine.
/ Implementation
Traditional ITSM implementations are six-figure consulting projects measured in quarters — that's the platform generation your MSP grew up on. Surya builds on AI-native service platforms that configure in natural language. Our engineers wire your knowledge base, identity system, and automations directly — no implementation partner, no statement of work for every workflow change.
Be clear about what this is: the Service Operations Foundation — building your knowledge base, mapping your processes, wiring your automations — is real engineering work with a fixed price and a defined finish line. Not a free add-on, and never an hourly engagement.
This is the discipline the new model runs on: process mapping — sitting with your teams to chart how work actually flows, not how the org chart says it does; knowledge engineering — converting tribal knowledge, tickets, and documentation into structured knowledge an AI can act on reliably; and automation building against your identity, HRIS, and ITSM systems. It's the work traditional providers don't staff for — their engineers were hired to fix technology, not to map and automate the processes around it.
It's part of the Foundation Build, disclosed up front, and it's the last implementation invoice you'll see.
/ Scope
Process and knowledge work doesn't end at go-live — your business changes, and the knowledge base and automations evolve with it. That's why the ongoing side of this list exists, and why it's in the monthly.
Included / Monthly, forever
Scoped / New project
/ Compliance
The service layer runs on enterprise ITSM platforms with full audit trails, SLA tracking, and compliance-ready records — HIPAA-aligned and NIST 800-171 consistent with the rest of Surya's operation.
Compliance-grade doesn't have to mean enterprise-priced.
/ Data Handling
01.
The AI layer is tenant-scoped to your environment.
02.
Customer data is never used to train models.
03.
PHI-aware routing for healthcare environments.
04.
Every interaction carries a full audit trail.
/ The Line Items
/ Measured, Not Promised
We don't quote industry AI deflection rates. The 30-day Pilot's operations report includes your measured containment rate, median resolution time, and escalation count — from your environment, not a benchmark deck.
$2,500. Fixed scope. Written report.
/ Next Step
See what happens to your monthly IT spend when triage labor, per-ticket fees, after-hours retainers, and the project backlog disappear from the invoice.
/ For The Operator
You're not the one who gets excited about the headline — you're the one accountable if the switch fails. So here is what protects you.
The Pilot runs in your environment before anything is committed, and its report is yours whether you proceed or not.
Transition runs parallel — your incumbent stays live until cutover criteria you define are met, and the overlap months are in our payback math, not hidden from it.
Every SLA is written. Every escalation path has a named engineer. Every month you get measured numbers — containment rate, resolution time, escalations — that you can put in front of your leadership instead of our marketing.
The headline is for your CFO. This page is for you.
/ Contact
Tell us about your fleet — number of devices, vertical, and HRIS — and our RTP team will be in touch within one business day.
Facility
Surya IT Logistics
Research Triangle Park, NC 27703
Verticals
Healthcare · Manufacturing