Support & Services

Advans IT Services Pvt. Ltd., is a wholly owned and independently operated subsidiary of Advans IT Services, Inc., of Marlborough Massachusetts, ( Founded in 2005, Advans IT Services, Inc. is an IT consulting and staffing firm. In 2012, Advans IT Services, Inc., opened an office in Chennai, India to provide offshore support to Advans IT Services, Inc.'s US customers.


24/7 Help Desk

Advans' 24x7 Help Desk with Tier 1 support is located in Chennai. Advans does, however, provide a local telephone number for calling the Help Desk from the US. The Tier 2 and Tier 3 support staff are located in both the US and Chennai.

In addition to phone support, the Help Desk may be accessed by an online break/fix ticketing system. Advans' NOC staff, however, is trained to provide proactive support to our customer's networks to fix problems before they are noticed.


Online Service / Support

Advans remotely monitors all netPulz appliances and network connections from its Network Operations Center in its US headquarters. The NOC staff is based in Advans' US Headquarters and in Chennai providing Tier 1, Tier 2 and Tier 3 support for netPulz appliances and networks.

The NOC also includes access to Online Customer services for:

  • Break/Fix Tickets
  • Change Management Tickets
  • Network Monitoring Reports
  • Network Audit Reports

Customers also receive monitoring reports emailed on a daily, weekly and monthly schedule.


Hardware Support

Advans custom configures each netPulz deployment as per customer requirements by choosing the hardware model with sufficient number of ports and processing power. The most common configuration is a 1 U mini-server, and it will be more than sufficient for most WAN situations. But whatever the specific customer needs are, Advans will provide the most optimal hardware configuration. All netPulz solutions are scalable, and they may be expanded if necessary to meet the growing needs of any business.

Network Operations Center

The Advans Network Operations Center ("Advans NOC") is like a typical Network Operations Center, except that Advans securely monitors not only peripheral network devices, i.e., firewalls, switches, routers, etc., but also individual servers, applications, storage and databases. Therefore, an entire datacenter can be monitored from outside the firewall. To do this, Advans uses a netPulz SD-WAN Controller, inside the datacenter, where it communicates with Advans’ monitoring software suite hosted within the Advans private cloud. This provides secure, remote monitoring of all datacenter assets from outside the firewall.

Monitoring & Alerting

Monitoring datacenters from outside the firewall yields several benefits. First, clients no longer must license monitoring software, host it on a server, and have administrators support the monitoring infrastructure. Advans provides the remote monitoring and alerting as a subscription service which results in an immediate cost savings in eliminating the client's monitoring infrastructure. This is especially true of customers with multiple datacenters that must replicate their monitoring infrastructure for each site. No access is available to the netPulz SD-WAN Controller, which means there's no administration cost and it is completely it secure.

The Advans Monitoring Suite provides alerting and daily reports emailed to customer staff as needed. Online reports and audit logs of network activity are also available.

Service Desk

In addition to monitoring, alerting and IT support, Advans also provides a Help Desk with a local phone number, a break/fix ticketing system and an online customer Knowledge Base of all issues and solutions. For customers where Advans provides remote support, there is a change management ticketing system. Both the Break/Fix and Change Management ticketing systems are remotely hosted and maintained by the NOC staff, and all tickets may be integrated with the monitoring suite. Help Desk phone support is available to Tier-2 and Tier-3 clients.


Security Operations Center

The Advans Security Operations Center ("Advans SOC") is a software suite of tools hosted in Advans' cloud, and procedures which provide the means necessary to detect threats and contain them. No one can eliminate threats. But reducing the time required to respond and contain them is the key to protecting your organization.

Just like the Advans NOC, an entire network can be safe guarded from outside the firewall, using the Advans netPulz appliance. The software is made available on a subscription basis so you don't have to buy your own Security Information and Event Management software, ("SIEM") software nor maintain servers to host it.

SIEM software is used to monitor network events, ensure compliance, audit access and provide forensic analysis all available from the Advans Cloud on a SaaS basis. But more than just software, however, security also depends on having an Information Security Policy, ("ISP") and operational procedures designed specifically for your organization. If you don't have a dedicated Chief Information Security Officer, ("CISO"), Advans provides them on a part-time basis. Some of the benefits are:

By having an Advans CISO you’ll know: