/ Guide / Physical recovery
When a workstation fails, the next move is already decided.
When a workstation fails at a physical site, the work in front of it stops: a shift, a room, a shipment, a schedule. Surya Endpoint decides the next move in advance, so the person standing there does not have to improvise while the operation waits.
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.
/ The two moves
Obviously dead, or might come back.
There are only two situations, and the person at the site can tell them apart without training in diagnostics. A machine with no power, visible damage or a refusal to start is obviously dead. Anything else might come back.
Obviously dead goes straight to the prepared replacement held at the site. Nobody spends the operation's time proving a dead machine is dead. Might come back means a call to support and a 30-minute restoration window: if the machine is working again inside that window, the replacement stays in place for the next failure. If it is not working when the window closes, the replacement comes out. Either way the swap is recorded against the serial number, so the device history stays complete.
The replacement is prepared to the approved standard before it is needed, and the devices held for replacement are purchased and owned by your organization.
/ Who does what
Three roles, none of them guessing.
The person at the site makes the first move. They call it dead or call support, follow the runbook to reach the defined working state, and put the failed unit into the return path. No specialist has to be physically present for a supported swap.
Surya holds the standard behind that move: the approved build, the protected data locations and their tested restore, authorization and recording of the swap, the return and repair routing, certified erasure to NIST 800-88 where erasure applies, and replenishment of the opened position so the next failure is covered.
Your IT team keeps everything that is theirs to decide. Surya operates the supported technology foundation. The business, its applications, its AI workflows, access decisions and data authority stay with your organization. They own the tenant and the licenses, the business approvals, the application choices and the access decisions. Surya operates the supported foundation beneath those decisions rather than taking them over.
/ Scope
Covered, and not covered.
Drawn from the standard, so the line is the same one an order is written against.
Covered
- Supported Windows hardware and currently supported Windows releases named in the release manifest.
- Failure of a supported device, with the swap authorized and recorded by serial number.
- Approved applications and peripherals from the versioned supported catalogue.
- Declared protected data, restored from the locations named in the standard.
- Sign-in and recovery problems, handled through the documented recovery path.
- Return, repair routing, certified erasure and approved disposition of the failed unit.
Not covered
- Endpoint operating systems outside the supported standard.
- Local-only data held outside the declared protected locations.
- An application outage, an identity outage, a power loss or every kind of network fault.
- Servers, arbitrary Azure workloads, industrial control systems, medical devices, custom voice systems and specialized peripherals, unless a released profile covers them.
- Application defects and application development, which stay with the vendor.
The product covers supported devices, approved applications and declared protected data. Local-only data outside the protected locations is not promised to reappear, and a replacement device is not a backup. Where a released profile does not require physical recovery, no locker is installed. Surya does not publish a recovery-time guarantee.
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