/ Support and operations

Your staff get help. Your clinics stay on standard.

Surya provides everyday staff support and technical troubleshooting for the supported environment. Because we define the configurations we support, each clinic starts from a known setup.

/ L1 and L2 support

Everyday help, then technical troubleshooting.

  1. / 01

    Staff request help

    Clinic staff contact Surya through the agreed support path.

  2. / 02

    We troubleshoot in scope

    L1 everyday help and L2 technical troubleshooting inside the supported environment.

  3. / 03

    Escalation where needed

    Issues requiring a vendor or a physical action follow an agreed escalation path.

Technical support and vendor coordination are not the same as clinical application ownership. Support hours and service commitments are defined in your scope.

/ Device lifecycle

The physical work is part of the system.

  1. / 01

    Deployment

    Standardized setups are prepared and installed at the clinic.

  2. / 02

    Onboarding readiness

    Equipment for new and moving employees is prepared ahead of the start date.

  3. / 03

    Replacement

    A qualified failure follows a controlled replacement process.

  4. / 04

    Recovery

    Failed, retired and departed devices come back through a documented path.

  5. / 05

    Retirement

    Certified erasure where applicable, then approved disposition, recorded by serial number.

/ Local replacement readiness

Prepared replacements, close to the clinic.

For qualified devices and locations, prepared replacements can be positioned onsite, with a controlled swap process and managed replenishment. The locker supports the clinic system; it is not a requirement for every device or every location.

A spare device does not resolve an EHR service outage, an identity outage, a power loss or every network fault. Local replacement readiness covers device failure, not every kind of interruption.

Surya provides and operates the locker. The customer purchases and owns the replacement devices inside it.

See how local replacement readiness works →

Define the support scope for your clinics.

Support hours, escalation paths and service commitments are agreed in scope, alongside the modules each location uses.

Plan your clinic standard