Framework IT

BACKGROUND

Please describe your company and position.

I am the Owner of Trinity Foot and Ankle Specialists

Describe what your company does in a single sentence.

Foot and Ankle Medical Services

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Framework IT to accomplish?

• Manage all my IT needs
• Manage my VOIP

SOLUTION

How did you find Framework IT?

Business convention

Why did you select Framework IT over others?

• Pricing fit our budget
• Good value for cost
• They were the right size company - not a massive corporation

How many teammates from Framework IT were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

they built and managed all my IT operations since 2015. Handled my VOIP operations. there service, response time, and Knowledge is Unparalleled in my esperience. Then have been cost effective and have expertly managed all automated outages discovered by their software. They manage all my hardware needs. Frameworks is in Chicagoa nd I am in Fort worth TExas - they have managed onsite 3rd party elements with great professionalism and oversite to make sure everything was done right!! You could not ask for any better service than i ahve had for 10+ years 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

My Client Satisfaction. its 1000%. They have my undivided loyalty. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

There response to all issues for a duration of 10 years has been superior. As a client i dont know what else i could wish for. they Always exceed my expectations. 

What was your primary form of communication with Framework IT?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Their ability to consistently provide the great service. Their Employee  Knowledge Base. If i have a specific need i can email the President of teh company and he will respond or take my call!! We have a great relationship over these 10+ years. 

Are there any areas for improvement or something Framework IT could have done differently?

Not that i am aware of. I could not ask for anything more complete. 

BACKGROUND

Please describe your company and position.

I am the COO of SVA

Describe what your company does in a single sentence.

Support student veterans

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Framework IT to accomplish?

• Support all things IT

SOLUTION

How did you find Framework IT?

Referral

Why did you select Framework IT over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Referred to me

What was the size of Framework IT’s team?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

• IT Infrastructure Management: Monitoring and maintenance of servers, networks, and hardware components.
• Regular software updates, patches, and security enhancements.
• Proactive monitoring of system performance and troubleshooting.
• Configuration and management of firewalls, routers, and switches.
• Help Desk Support: Responsive and reliable technical support for end-users.
• Troubleshooting hardware and software issues.
• Remote assistance and on-site visits, as required.
• Ticketing system for tracking and resolving user queries and problems.
• Network Security: Implementation and management of robust security measures.
• Firewall configuration and intrusion detection/prevention systems.
• Regular vulnerability assessments and security audits.
• Antivirus and anti-malware solutions to protect against threats.
• Data Backup and Recovery: Regular data backups to prevent data loss.
• Off-site storage and redundancy for added security.
• Swift data recovery in case of system failures or disasters.
• Testing and validation of backup and recovery processes.
• Cloud Services: Migration and management of cloud-based infrastructure.
• Setup and configuration of cloud platforms and applications.
• Monitoring, optimization, and cost management of cloud resources.
• Collaboration tools, file sharing, and remote access solutions.
• IT Strategy and Consulting: Technology planning and roadmap development.
• Evaluation and recommendation of IT solutions and vendors.
• IT budgeting and cost optimization strategies.
• Guidance on industry best practices and emerging technologies.
• Key Deliverables:
  • Regular reports on system performance, security, and incident resolution.
  • Timely response and resolution of user queries and technical issues.
  • Proactive monitoring and maintenance to minimize downtime and disruptions.
  • Comprehensive data backup and recovery services.
  • Enhanced network security with ongoing vulnerability assessments.
  • Streamlined cloud infrastructure management and optimization.
  • Strategic IT guidance to align technology with your business goals.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Reduced Downtime: A decrease in the amount of unplanned system downtime can be measured and compared to the baseline before our services were implemented. This metric demonstrates improved system stability and availability, leading to increased productivity.
• Increased System Performance: Measuring key performance indicators (KPIs) such as network speed, server response time, and application performance can help quantify improvements in system performance. By comparing performance metrics before and after our engagement, it is possible to assess the positive impact of our services.
• Improved Incident Response Time: Tracking the time it takes to resolve IT incidents, such as hardware failures or software issues, can provide insights into the effectiveness of our support team. A reduction in average incident resolution time indicates improved efficiency and faster problem resolution.
• Enhanced Security: Measurable outcomes in the context of security can include a decrease in the number of security incidents, successful thwarting of attempted breaches or attacks, and improved compliance with industry regulations or data protection standards. Regular security audits can help measure the effectiveness of implemented security measures.
• Enhanced User Satisfaction: Conducting user satisfaction surveys or collecting feedback from end-users can provide measurable outcomes in terms of improved user experience. Higher user satisfaction scores, a decrease in user-reported issues, and positive feedback from users indicate successful service delivery.
• Cost Savings: Measuring cost savings is an important metric to assess the success of managed IT services. This can include reductions in IT-related expenses such as hardware purchases, software licensing costs, and overall IT maintenance expenses. Comparative analysis of IT costs before and after our engagement can demonstrate the cost-effectiveness of our services.
• Compliance Achievements: If compliance with specific industry regulations or data protection standards is a goal of the project, measurable outcomes can include successful compliance audits, attainment of necessary certifications, and adherence to established compliance frameworks.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Our managed IT firm exhibits exemplary project management skills throughout our engagement. They have consistently demonstrated the ability to deliver items on time, meeting agreed-upon deadlines and project milestones. Their strong organizational capabilities ensure that tasks are effectively planned, executed, and monitored to ensure timely completion.

Moreover, their responsiveness to our needs has been outstanding. Whenever we have encountered an issue or required assistance, their team has promptly addressed our concerns and provided timely resolutions. Their communication channels are open and efficient, allowing for quick and effective collaboration. They are attentive listeners, taking the time to understand our requirements and tailoring their services to meet our specific needs.

Their proactive approach to problem-solving is commendable.They anticipate potential challenges and take proactive measures to mitigate risks, minimizing any disruptions to our operations. Their team is always available and accessible, providing a high level of support and guidance whenever we require it.

In summary, our managed IT firm excels in project management by consistently delivering items on time and responding promptly to our needs. Their commitment to efficient and effective service delivery has been instrumental in our organization's success.

What was your primary form of communication with Framework IT?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

What we find most impressive and unique about this company is their unwavering commitment to customer satisfaction. They go above and beyond to ensure that our needs are not only met but exceeded. Their customer-centric approach is evident in every interaction and service they provide.

One aspect that stands out is their deep understanding of our business and industry. They take the time to thoroughly comprehend our specific challenges, goals, and requirements, enabling them to tailor their solutions accordingly. This level of personalized attention sets them apart from other managed IT firms.

Furthermore, their technical expertise and proficiency are exceptional. They possess a highly skilled and knowledgeable team that stays up-to-date with the latest advancements in IT. This ensures that we receive cutting-edge solutions and recommendations, enabling us to leverage technology for maximum business impact.

Another unique aspect is their proactive approach to IT management. Rather than simply reacting to issues as they arise, they take a proactive stance to identify potential problems before they occur. This helps prevent disruptions, minimize downtime, and optimize our IT infrastructure for peak performance.

Moreover, their strong communication and collaboration skills foster a seamless partnership. They actively engage with our team, listen to our concerns, and provide clear explanations and guidance. Their willingness to communicate in non-technical language helps bridge the gap between IT and our staff, facilitating effective collaboration and understanding.

Overall, the most impressive and unique aspect of this company is their unwavering dedication to our success. They consistently go the extra mile to deliver exceptional service, demonstrate technical excellence, and prioritize our satisfaction. Their personalized approach, proactive mindset, and strong communication skills make them a standout managed IT firm.

Are there any areas for improvement or something Framework IT could have done differently?

no

BACKGROUND

Please describe your company and position.

I am the IT Admin of East Chicago Public Library

Describe what your company does in a single sentence.

We are public library.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Framework IT to accomplish?

• Maintain Network Infrastructure
• Maintain and support a cloud based wireless network for public use
• Provide onsite and remote help desk support to staff

SOLUTION

How did you find Framework IT?

Online Search

Why did you select Framework IT over others?

High ratings, Close to my geographic location, Pricing fit our budget, Great culture fit

What was the size of Framework IT’s team?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Framework IT provides an outsourced virtual technology partner for the library. They augment our onsite staff twice a week to assist with onsite help desk support. They are a partner in designing and implementing our network which includes 125 staff and public workstations, offsite backup with disaster recovery, and management of a cloud based wireless network across multiple locations with both internal and public clients.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• The project is ongoing and provides a buffer against library staff turnover. Having a combination of library staff and an outsource partner for technology support has been a good value since public libraries typically have tight budgets and significant technology staff turnover.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

We still have monthly virtual check-ins to discuss ongoing work. Deliverables have been on time and typically exceed expectations. They rotate the onsite staff they provide and the technicians are knowledgeable and professional.

What was your primary form of communication with Framework IT?

In-Person Meeting, Virtual Meeting, Email or Messaging App

What did you find most impressive or unique about this company?

We have good communication and I feel like a we have a technology partner we can count on.

Are there any areas for improvement or something Framework IT could have done differently?

No

BACKGROUND

Please describe your company and position.

I am the Associate Director, People + Operations of a non-profit company

Describe what your company does in a single sentence.

We uplift restorative mindsets in adults to co-create thriving spaces for youth and communities through equity, wellness and radical love.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Framework IT to accomplish?

• Support our staff with tech related support, IT Infrastructure, IT Strategy
• Provide strategic guidance on our tech environment to ensure we are functioning at peak efficiency and security

SOLUTION

How did you find Framework IT?

Connected with Adam Barney a few years ago regarding phone options a few years ago. Connected with Adam again when we started looking for an MSP.

Why did you select Framework IT over others?

• Great culture fit
• Company values aligned
• I appreciate Framework IT's pricing model

Describe the scope of work in detail. Please include a summary of key deliverables.

Framework IT set up a system of remote support for our staff in troubleshooting issues. They also set us up with Cybersecurity Training, Email Security and assisted us with an office move. There are multiple Cloud environment projects they helped us with as well. They are currently in the process of helping us migrate from a physical server to a Cloud server.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• FrameWork helped us back up email data from former staff members in Google, move to our server then delete accounts in order to upgrade to Google Business Standard. Upgrading allowed us to acquire enough space to house all the data we pulled down.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The Google Takeout project took a few months but there was also a learning curve involved since it was a Google based project and our environment is predominantly Google. The tech support for staff was set up quickly and they were able to start supporting our staff right away. I appreciate having weekly touchpoints with Chris on this ongoing projects and appreciate his guidance.

What was your primary form of communication with Framework IT?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Their pricing model. Most MSPs out there have a flat per user rate but I really appreciated Framework's tier pricing model which allows us to meet the foundational goals we're looking for and eventually save money.

Are there any areas for improvement or something Framework IT could have done differently?

While we understand why the Google Takeout project took as long as it did it would have been nice to have the project completed soon. Again, we understand why.

BACKGROUND

Please describe your company and position.

I am the Head of Ops/Executive Assistant of Build Collective

Describe what your company does in a single sentence.

venture capital

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Framework IT to accomplish?

• Email/Accounts Integration
• Smooth seamless transition from previous IT partner
• Ongoing maintenance for all users

SOLUTION

How did you find Framework IT?

Referral

Why did you select Framework IT over others?

• High ratings
• Pricing first our budget
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned
• Other

Describe the scope of work in detail. Please include a summary of key deliverables.

FrameworkIT partnered with me and our team to help our users set transitioned smoothly and seamless over from our previous IT vendor. We then rebranded our website which need backend IT set up as well as updating all users to new email accounts + calendars and logins for various softwares.

We also changed over to MicrosoftOutlook and FrameworkIT helped train users to to get familiar with the new system. In addition, we've had various updates within our internal software tools that needed to be cleaned up and restructured which FrameworkIT also assisted with.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Successful/Completed

Describe their project management. Did they deliver items on time? How did they respond to your needs?

FrameworkIT Help Desk phone AND email ticketing service along with our account representative(s) and managers are SUPER responsive and fast to address our questions and issues. Their team of technicians are very knowledgable and able to troubleshoot everything that we've come across. Their advice and tips and fixes are thoughtful and productive.

What was your primary form of communication with Framework IT?

• Virtual Meeting
• Email
• Messaging App

What did you find most impressive or unique about this company?

FrameworkIT has a great team of people. The technicians are ALL very well trained and able to formulate/fix the issues/bugs quickly with experience, and everyone with whom our team has worked with have been professional and friendly!

Are there any areas for improvement or something Framework IT could have done differently?

Nope! We thoroughly enjoy working with Framework IT!

BACKGROUND

Please describe your company and position.

I am the Office Manager & Executive Assistant at a law professionalism commission. 

Describe what your company does in a single sentence.

Advancing justice by instilling the principles of professionalism in lawyers and judges across Illinois.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Framework IT to accomplish?

• More proactive approach to IT strategy.
• Seamless end-user support with better response & resolution times.
• Reduce risks and leverage technology to our advantage.

SOLUTION

How did you find Framework IT?

Online Search

Why did you select Framework IT over others?

• High ratings
• Close to my geographic location
• Great culture fit
• Good value for cost
• Company values aligned

What was the size of Framework IT’s team?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Framework IT worked with us on a large number of initiatives, and we are still in the process of working on these initiatives. They provided comprehensive recommendations to improve our overall IT management and develop an IT strategy roadmap/budget with an emphasis on improving security and data protection.

Through remote monitoring, advanced security tools, EDR solutions to appease our insurance companies, and more foundational security implementations, we have already experienced massive positive changes in the short 3 months that we have been clients. The next initiatives have already been discussed at length and we are working with their team to keep achieving our IT goals.

We will be moving our outdated server situation to a cloud solution, implementing a backup internet connection and automatic failover, refining our onboarding and offboarding processes, and we are exploring a telecommunications option.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Average response time is under 15 minutes per service ticket.
• We are given a report each month that shows how many tickets are opened & closed whicih ensures that ticket flow is healthy and that the opened tickets aren't outpacing closed tickets over time.
• We are able to see which of our users have the most issues, which allows proactive steps such as additional training, troubleshooting, etc., when warranted.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Items have been delivered on time if not early in some cases. The style of communication is very patient, thorough, and detailed. Each time we reach out for help, it is met with complete professionalism and friendliness on a level that we had not yet experienced in working with an IT provider in this organization.

We are on track for completing upcoming initiatives on time according to the phase plan we agreed upon before signing a contract.

What was your primary form of communication with Framework IT?

Virtual Meeting

What did you find most impressive or unique about this company?

The professional tone that Framework set at the beginning of exploring a potential partnership had us hooked from the start. Though we did have to follow protocol and work with various IT professionals on estimates and proposals, we knew early on that Framework was going to be our #1 choice. The way each department communicated with us in great and thorough detail was unprecedented.

They have been nothing but transparent and proactive with our organization. At no point did we feel like a smarmy salesperson just wanted our money. They truly took the time to explore whether this was going to be a good partnership for both parties, and they are incredibly proactive with solutions for our team.

Are there any areas for improvement or something Framework IT could have done differently?

We have no negative feedback or suggested areas of improvement at this time.

BACKGROUND

Please describe your company and your position there.

I'm the Vice President of a manufacturing company supplying abrasives mainly to aerospace engine production.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Framework IT?

Our previous IT support company was too small and wasn't responsive enough for our IT needs. We also needed to upgrade some of our hardware, backup solution and phone systems.

SOLUTION

How did you select this vendor and what were the deciding factors?

We researched multiple IT partners and Framework was the best value for the overall solution. We liked that they weren't too small or too big. We wanted someone that knew us personally, but was big enough to handle our growing needs.

Describe the project in detail and walk through their service package.

Framework did a full audit on all of our existing hardware and software and recommended which items needed to be upgraded. They were very helpful in explaining why each item was needed and gave us options to choose from. They also implemented a couple different backup solutions to ensure our data was always available. Finally, they helped us switch to a more reliable VOIP phone system.

How many resources from the vendor's team worked with you, and what were their positions?

Mike Kolb (vCIO) has been our main contact. He has been instrumental in keeping us updated with the latest software and hardware developments and making sure we look at out IT long-term goals. Several other Framework employees have also been at our site and available online to help us with various IT projects. We love the help-line and that any of our key employees can call to get assistance.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

The best outcome I can share is that our "up-time" has been fantastic. We have experienced short power outages and internet outages in the past, but with Frameworks advanced battery backup solutions and dual internet providers with fail-over capability, we are more than happy with our decision to partner with Framework.

How effective was the workflow between your team and theirs?

Framework has always been very good at communicating on all steps of each project; even if there is a hiccup, they explain the next steps to getting it resolved and then make it happen.

What did you find most impressive or unique about this company?

By using Framework as our managed-IT partner, we are in a better position than if we had our own IT employee. They can bring in experts for any particular project/problem that will get the job done more effectively and at a better value. Also, by having multiple IT employees at our fingertips we never have to worry about vacations or time-off - Framework IT has us covered 24/7.

Are there any areas for improvement or something they could have done differently?

Nothing I can think of.

BACKGROUND

Introduce your business and what you do there.

I’m an accounts receivable accountant at a cannabis grower and dispensary.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Framework IT?

They were hired to create, install, and provide IT support throughout our company.

SOLUTION

What was the scope of their involvement?

Framework IT provided all of our computer hardware and software installation. They then provided us IT support once our systems were up and running. They also set up our networks, laptops, and POS.

What is the team composition?

I work with Carson (Systems Analyst) a lot, as well as Andrew (Associate Network Engineer) and Maggie (Operations Manager).

How did you come to work with Framework IT?

I started with the company in 2018 and Framework IT was already in place.

How much have you invested with them?

The year-to-date cost is $1,000,000 for 2020. 

What is the status of this engagement?

Our organization began working with Framework in Q4 2016. Our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

We’re very satisfied with the work they provide, and we’ve kept them on board the whole time. They were an integral part of getting our business up and running.

How did Framework IT perform from a project management standpoint?

The team is incredibly personable, responsive, and helpful. They respond right away if there’s an emergency. 

What did you find most impressive about them?

Framework got to know our company, traveling throughout the country to establish consistent operations at our retail locations and grow facilities. They handled everything related to our hardware, software, and IT support.

They continue to provide consistent, time-effective, and personable service. They get the job done and are incredibly responsive to individual users.  I have total confidence in their team.

Are there any areas they could improve?

No, not that I can think of. They’ve been nothing but responsive. 

Do you have any advice for potential customers?

I would recommend them to anyone looking to establish their network and provide IT support. I've recommended Framework IT to friends and family. They were an integral partner in our company's growth.

BACKGROUND

Introduce your business and what you do there.

Maxim Partners is a small private equity firm in the suburbs of Chicago. I’m the office manager and executive assistant. We have 15 people on our team altogether: five full-time people, company partners, and research and development interns.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Framework IT?

We needed IT support and protection.

SOLUTION

What was the scope of their involvement?

Framework IT monitors our network and all of our devices. They also provide us with full-service IT support, so when we need something, we just call them. For instance, if we have issues with our devices or Microsoft, they help us.

What is the team composition?

On a daily basis, and depending on who is available, we work with 3–5 people that I know well. 

How did you come to work with Framework IT?

The owner of my company found them. I don’t remember how, but he did two interviews and settled on Framework IT.

How much have you invested with them?

Their monthly fees are $600, and then we’ve paid some additional costs. We’ve spent at least $15,000 in total.

What is the status of this engagement?

Our work together began in May 2018, and it’s ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We’re extremely satisfied with their services – I’d give them a 10/10. They’re very knowledgeable, professional, and quick to respond. Sometimes we fall behind on following up with them on our issues, and they’re very proactive. 

How did Framework IT perform from a project management standpoint?

They have different levels of support. They let us know how soon someone from a higher level can reach out. They’re very timely.

What did you find most impressive about them?

I’ve been really happy with them.

Are there any areas they could improve?

No, not really.

Any advice for potential customers?

Don’t hesitate to reach out to them; they’re very happy to help at any time, and they’re very knowledgeable. We’re really satisfied with their services.

BACKGROUND

Introduce your business and what you do there.

I'm the director of facilities management here at a residential and vocational rehabilitation provider for people with developmental disabilities.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Framework IT?

We were dissatisfied with our previous provider and we were looking for something that was more reliable.

SOLUTION

What was the scope of their involvement?

Framework IT is doing network management, helpdesk, back up, VoIP, and they do other projects as well. This includes device installation and data migration.

What is the team composition?

I have three primary points of contact. I have a virtual CIO, an account rep, and usually a project leader.

How did you come to work with Framework IT?

They came in on a cold call and then they did a presentation. A year and a half after that, we brought them on board.

How much have you invested with them?

We pay them about $60,000 a year for routine work and project costs vary (approximately $200,000 total).

What is the status of this engagement?

We started working together in June 2017 and it’s ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

They never give up on a problem. They’re true partners in every sense of the word. They listen to our needs, devise a couple of options in terms of solutions, and when they implement something, they don’t spare any time. They make sure it works. For example, one of our servers went down a few years ago, and they had to rebuild it. They couldn’t do it fast enough, and they had it done in about five days. They put in a lot of effort, getting us back to work and reduced our anxiety.

How did Framework IT perform from a project management standpoint?

Every project is different—sometimes we hit bumps in the road and are more challenging, while others are easier. We always maintained a strong partnership.

They always communicate, even if it’s not what I want to hear. They’re very open and I’m never surprised.

What did you find most impressive about them?

Whenever they’re helping us, it feels like their entire team is on board. They’re all working to help us too. They’re actually the ones who moved us on to IP phones and that whole process was great. We were able to cancel 27 phone lines. They walked us through that, how to get WiFi installed, setup, and implementation. Even if we’re only talking to one person, they have a whole team behind them.

Are there any areas they could improve?

I always have to respond to something about every two years, and I want to be able to create a long-term strategy.

Do you have any advice for potential customers?

Don’t be afraid to ask them for solutions. They’re very creative and know a lot about what other businesses are using to be productive and successful. They’re a great resource.