Helping you achieve your mission is our mission.

Framework CareFree™ Managed IT | Security | Cloud is laser-focused on delivering CareFree™ business technology solutions.

 Our proactive methodology and world-class response times guarantee efficient, agile, and scalable growth across your organization.  We combine data-driven intelligence, advanced security defenses, and a high-touch customer service experience that bridges gaps between people, process, and technology to dramatically reduce risk in an increasingly complex and dynamic technology and cyber-threat landscape. 

Helping you achieve your mission is our mission. 

Framework is self-funded and self-motivated with a unique business model which focuses on empowering our employees through a sense of collaborative ownership while investing in their career development.  This has led to Framework CareFree™ IT | Security | Cloud being selected 101 Best & Brightest Companies to work for 5 year after year.

 
$10,000+
 
$150 - $199 / hr
 
10 - 49
 Founded
2008
Show all +
Chicago, IL
headquarters
  • Framework Communications
    324 North Leavitt Street, Suite 300
    Chicago, IL 60612
    United States
    866.486.5507

Portfolio

Key clients: 
  • Oak Street Health
  • Rush University Health Systems
  • Elite Staffing, Inc.
  • Human Capital Media
  • Signature Room @ 95th floor
  • Better Business Bureau
  • Jackson Park Hospital
  • McCormick Foundation
  • Portland Cement Assocation

Reviews

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IT Consulting For Furniture Store

“Their responsiveness and timeliness when resolving issues are impressive.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
Apr. 2017 - Ongoing
Project summary: 

Framework provides ongoing IT support and strategic guidance. They perform network and hardware maintenance via a ticketing system. They also advise technology integrations and meet with business partners.

The Reviewer
 
11-50 Employees
 
Chicago, IL
Monty Sihweil
President, Butler Specialty
 
Verified
The Review
Feedback summary: 

Framework’s expert consultation helped restructure order processing procedures. Their knowledge of the tech industry facilitates the creation of mutually beneficial business relationships. Executive-level engagement yields a communicative experience. They’re receptive to constructive feedback.

BACKGROUND

Introduce your business and what you do there.

I’m President of the Butler Specialty Company. We’re a furniture manufacturer and distributor.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Framework Communications?

We reached out to them for basic network and hardware support. Additionally, we needed guidance on how to best utilize technology and find solutions to workflow challenges.

SOLUTION

What was the scope of their involvement?

We had some challenges with our website and wanted to engage another firm to perform maintenance and frontend development. On our behalf, Framework interviewed prospective partners and explained the pros and cons of each one. They also provided a cost breakdown, answered our questions, and ultimately brought the right vendors to the table. Framework armed us with the information needed to make an informed decision. As a result, we’re currently working with a qualified development firm.

We have a large customer base and receive hundreds from online retailers. Our previous approach to handling orders included a tedious step-by-step process. Framework worked with our existing technology partners to discuss their systematic limitations. With that information, Framework found technology solutions that streamlined our procedures and improved our ability to handle an increased sales volume. That optimization effort is ongoing due to financial and technological limitations. Changing everything simultaneously just isn’t feasible. They also provide IT support as needed.

What is the team composition?

We work directly with their support team and two virtual CIOs.

How did you come to work with Framework Communications?

I wasn’t involved in the research process, so I can’t speak to that in great detail. I believe we put them in the consideration group because they had solicited us in the past. Eventually, we narrowed the candidates down to Framework, our previous provider, and one other vendor. We ultimately selected Framework because they understood the challenges of integrating new technology into a small business. Their overall size and expertise made us confident in their ability to support our needs.

How much have you invested with them?

We’ve spent between $25,000 and $50,000 in the past year.

What is the status of this engagement?

We started working together in April 2017 and the engagement is ongoing.

RESULTS & FEEDBACK

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

They do a very good job of supporting our day-to-day needs and resolving significant issues. With our previous provider, employees felt like they weren’t adequately supported when faced with tech challenges. Since we hired Framework, I’ve heard nothing but good things from our staff regarding their experiences with tech support. They know there’s a resource that can competently solve their issues within a reasonable amount of time. In addition to helping us acquire a web development resource, Framework’s consulting services helped us onboard several retail partners.

How did Framework Communications perform from a project management standpoint?

All of our workstations are equipped with a link to their support team. I send them support requests via a ticketing system and they often resolve the issue within a few hours. We correspond with both CIOs via phone or email and schedule meetings whenever possible. I’m very happy with their availability and level of communication.

What did you find most impressive about them?

Their responsiveness and timeliness when resolving issues are impressive.

Are there any areas they could improve?

They aren’t perfect, but they demonstrated the ability to receive criticism and address it. We only worked with one virtual CIO when the engagement first started. Initially, he was extremely communicative, but that level of collaboration slowly decreased over time. I expressed my concern for some outstanding projects, and he acknowledged the problem and apologized. As a result, they assigned an additional virtual CIO to ensure we’d be properly managed.

4.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

IT Managed Services for Synagogue

"[T]hey are ahead of the curve in terms of how MSPs should be charging clients and managing their services."

Quality: 
5.0
Schedule: 
4.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
Mar. 2017 - Ongoing
Project summary: 

Framework Communications is the managed service provider (MSP) for a Chicago area synagogue. Currently, the team is working to purge the network of past vendor errors.

The Reviewer
 
11-50 Employees
 
Chicago, IL
Director of Administration, Anshe Emet Synagogue
 
Verified
The Review
Feedback summary: 

The Framework team has proved to be better and more reasonable than past MSPs. Their communication and responsiveness to ticket items has stood out, helping to make this yearlong relationship continue to be successful.

BACKGROUND

Introduce your business and what you do there.

I am the director of administration at Anshe Emet Synagogue in Chicago.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Framework Communications?

Two years ago, our managed service provider (MSP) exited the small business market so we had to go with somebody they recommended. We tried that company for a year, but they were not up to our standards and we thought that there were significantly more expensive than the services they were providing. That was when I went searching for a new provider.

SOLUTION

What was the scope of their involvement?

Framework provides us with all of the services we need out of a MSP. They monitor our network and troubleshoot any network or user issues daily. Monthly, they plan and review larger ticket items, and they provide us with CIO consulting services on a quarterly basis.

What is the team composition?

I use their help desk for any day-to-day issues, but if I have a more pressing matter I can reach out to our account manager.

How did you come to work with Framework Communications?

When I was looking for a new MSP they happened to cold call us. After speaking with them they came in and did a presentation on their services offerings. It was clear they are ahead of the curve in terms of how MSPs should be charging clients and managing their services. For example, past providers will charge us per each new machine they manage, whereas Framework set a flat rate that only goes up if something like 50 new machines are added. Based off our meeting, we decided to hire them.

How much have you invested with them?

We spend $3,750 on their services monthly.

What is the status of this engagement?

We have been working continuously with Framework since March 2017.

RESULTS & FEEDBACK

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

Right now we're going through old mistakes from previous MSPs in order to clean things up and run more smoothly. This is opposed to past vendors who simply take us on and continue doing whatever was there before. Instead of that, Framework is actively working to make sure everything is running properly and efficiently.

How did Framework Communications perform from a project management standpoint?

They have been great. We are we very happy with their level of communication and availability. Anything we send to the help desk is made into a ticket and taken care of promptly.

What did you find most impressive about them?

It doesn't feel like they're just trying to sell you something or create products to bill you for. They seem genuinely interested in trying to help our organization improve through technology.

Are there any areas they could improve?

No, I only wish I were better equipped to help them. Sometimes when something goes wrong I’m lost as to what it is and how to frame it so that it gets resolved quicker.

Do you have any advice for potential customers?

I have always been very honest with them, which has worked out well.

5.0
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Managed Phone Services for Real Estate Company

“If something’s not working, we call them, and it gets fixed. It’s that simple.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Less than $10,000
 
Dec. 2011 - Ongoing
Project summary: 

Framework Communications operate a managed help desk service for phone systems, providing a managed IP and addressing issues that arise within the company. 

The Reviewer
 
51-200 Employees
 
Chicago, Illinois
IT Director, Sterling Bay
 
Verified
The Review
Feedback summary: 

They address any issues quickly, professionally, and skilfully, working smoothly with the staff of the company. They’re responsive and professional, offering excellent value on the services they provide. 

BACKGROUND

Introduce your business and what you do there.

Sterling Bay is a real estate management investment and development firm. I’m the director of IT.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Framework Communications?

We were starting to grow really fast and needed a service contract for our phone system.

SOLUTION

What was the scope of their involvement?

They provide a managed IP. They’ve done some other projects as well. For example, there was a backup solution that we looked at with them.

What is the team composition?

We have a sales rep who is also one of the owners.

How did you come to work with Framework Communications?

They found us. We did a bit of research on them and liked what we saw. The pricing was good and their references were too.

How much have you invested with them?

$140/month.

What is the status of this engagement?

We started working together in December 2011 and the work is ongoing.

RESULTS & FEEDBACK

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

If something’s not working, we call them, and it gets fixed. It’s that simple. Our staff and employees are happy with the interactions with them and happy with the quality of their help desk services.

How did Framework Communications perform from a project management standpoint?

We call the main number and they create a ticket. We then get an email saying it was created, what the problem was, and everything is handled. They’re available and quick to respond.

What did you find most impressive about them?

They’re responsive and know what they’re doing.

Are there any areas they could improve?

We’ve paid the same rate since 2011. They should consider charging more.

5.0
Overall Score They’ve done a great job.
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Managed IT Services for Interior Design Firm

"We’re happy with their accessibility, interpersonal communication, and support quality."

Quality: 
5.0
Schedule: 
4.5
Cost: 
4.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
March 2017- Ongoing
Project summary: 

Framework Communications provides ongoing managed IT services, which include daily support and virtual CIO consulting. Support also includes server relocations and an after-hours call service.

The Reviewer
 
11-50 Employees
 
Chicago Metro Area
Director of Operations, Design Company
 
Verified
The Review
Feedback summary: 

The team responds to tickets within 15 minutes. Their casual, but professional, approach has fostered a close relationship. Framework Communications enhances this partnership with quality support and custom-tailored solutions. Expect accessibility and great interpersonal communication skills.

BACKGROUND

Introduce your business and what you do there.

I’m the director of operations at an interior architecture and design firm. We do both residential and commercial properties.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Framework Communications?

Our previous IT vendor was very difficult to work with.

SOLUTION

What was the scope of their involvement?

We are a monthly-managed company, which enables us to contact Framework Communications whenever our team needs IT help. We have a full package that includes daily support and virtual CIO consulting. The team is available during regular business hours and has a call service for after hours. As part of that contract, the team helped move our entire server when we changed locations.

What is the team composition?

The team includes a few senior-level resources including the CIO. We also work with main technicians and then tier three techs when we need basic support.

How did you come to work with Framework Communications?

We worked with them in the past and felt the relationship was successful.

How much have you invested with them?

We spend about $3,000 a month.

What is the status of this engagement?

Work started in March 2017 and is ongoing.

RESULTS & FEEDBACK

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

Service is faster compared to our previous vendor. Framework Communication responds to requests within 15 minutes, as opposed 24 hours. We’re happy with their accessibility, interpersonal communication, and support quality.

How did Framework Communications perform from a project management standpoint?

We email them directly and they tare individual issues internally.

What did you find most impressive about them?

They’re casual, but also professional. We’ve established friendships that go beyond IT support.

Are there any areas they could improve?

No, because the experience is pretty good.

Any advice for potential customers?

Give as much information as possible up front. They tailor packages to company’s unique needs.

5.0
Overall Score
  • 4.5 Scheduling
    ON TIME / DEADLINES
  • 4.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

IT Managed Services for Recreation Org

“They provide top-notch customer service and response times—I can't ask for more.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
Aug. 2016 - Ongoing
Project summary: 

Framework provides ongoing virtual IT services as needed, which has included monitoring two servers, streamlining and installing PC devices, and correcting phishing email issues. 

The Reviewer
 
11-50 Employees
 
Morton Grove, Illinois
Tom Byczek
Business Manager, Maine-Niles Association of Special Recreation
 
Verified
The Review
Feedback summary: 

Readily available and quick to fix any issues as they arise, Framework's IT services are second to none. Their ticketing system for service requests is efficient and their team responds almost immediately. They also have a broad scope of knowledge allowing them to address next to anything.

BACKGROUND

Introduce your business and what you do there.

I'm the Business Manager at Maine-Niles Association of Special Recreation. We support six park districts in Morton Grove, Ill. for people with either physical or mental disabilities. We also provide programs, including wine tasting, baseball games, and so on.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Framework Communications?

We had been working with another IT contractor, but grew unhappy with their responsiveness, so we were looking for a vendor with better customer service.

SOLUTION

What was the scope of their involvement?

Framework provides virtual IT support for us. They oversee our two servers and the speed of processing within our PCs and have provided PC installations, malware checks, hard drive repairs, and helped correct phishing email incidents.

What is the team composition?

For larger issues, the executive director and I have had discussions with John (CEO, Framework Communications) and Michael (Partner and vCIO, Framework Communications), who we also check in with every quarter. For the most part, however, we submit tickets for any issues that come up and have established a rapport with about five people.

How did you come to work with Framework Communications?

I wasn't involved in the selection process, but I believe our executive director found them through referrals. Once they came out to evaluate our servers and PCs, he felt they would be a good fit.

How much have you invested with them?

We spend $1,430 on their services per month.

What is the status of this engagement?

We've been working with them since August 2016 and the engagement is ongoing.

RESULTS & FEEDBACK

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

Unlike our previous vendor, Framework has been able to provide IT support rapidly as needed. Whenever our servers are down, their team gets them back up and running in no time. They also collaborate with our other technology providers as needed to ensure everything continues to run smoothly. Thanks to their efforts, our business can expect less down time as technical difficulties arise.

How did Framework Communications perform from a project management standpoint?

They're very quick to respond to requests. After submitting a service ticket, we generally get a call back within five minutes. Their ticketing system is very organized and helps us track when issues are closed.

What did you find most impressive about them?

They provide top-notch customer service and response times—I can't ask for more.

Are there any areas they could improve?

No.

Do you have any advice for potential customers?

Make sure to communicate to Framework exactly what your needs are, whether it's security, streamlining your PCs, or anything else. I'm confident they'll be able to fulfill your needs.

5.0
Overall Score We've been very happy with their services and enjoy working with their team overall.
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

IT Managed Services for HR Media Firm

“I’m rarely this consistently happy with a vendor.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$200,000 to $999,999
 
April 2015 - Ongoing
Project summary: 

Framework provides ongoing IT support through a ticket-based helpdesk system. They’ve also integrated cloud-based data storage and perform software installations to new workspaces.

The Reviewer
 
11-50 Employees
 
Chicago, IL
Kevin Simpson
President, Human Capital Media
 
Verified
The Review
Feedback summary: 

They promptly solved Wi-Fi connectivity issues and other complications left by a previous vendor. The cloud storage system eliminated the need for a designated server room. Framework offers responsive IT support with unwavering quality. They design strategies and implement them accordingly.

BACKGROUND

Introduce your business and what you do there.

I’m the president of Human Capital Media. We’re an HR media company that publishes several magazines both in print and digital form. We also host webinars and produce pay per lead programs.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Framework Communications?

We needed a new IT service provider to perform on-site maintenance. The relationship with our previous vendor had deteriorated to the point where it began to hinder our day-to-day operations. Our Wi-Fi went out frequently and our in-house server room was left in a state of disarray.

SOLUTION

What was the scope of their involvement?

Framework provides nearly full coverage IT support of our headquarters and a few remote employees. This includes a ticket-based helpdesk service and installation of employee workstations. Such maintenance requires them to load software onto new computers or clean off the equipment when a former employee leaves.

They quickly addressed the problems left by our previous provider and got us operating normally. They even moved all of our data to the cloud, thus eliminating the need for a server room. Additionally, their account lead comes in and performs what is essentially a quarterly CIO update. They conduct a review of our various systems to find deteriorations and suggest possible upgrades.

We’re also engaging them outside of our contract to assist the relocation of our headquarters by moving our technology. They worked with the general contractor during the build out to establish where the Wi-Fi terminals would need to be.

What is the team composition?

We work with an account lead who acts as our CIO. There’s also a senior project manager and a junior associate. Additionally, the helpdesk service is operated by various team members.

How did you come to work with Framework Communications?

I sent an RFP out for IT managed services and considered four or five different providers. Framework’s honest approach impressed me the most. Their goal was to fix everything and then come on-site as little as possible. This worked for me because it meant we weren’t going to be on the phone constantly or have them lined up outside our door all the time. Everything would be functioning correctly.

How much have you invested with them?

We pay them $4750 a month; however, we may exceed that if we need something extraordinary done. For example, assisting us with the move.

What is the status of this engagement?

We started working together in April 2015 and the engagement is ongoing.

RESULTS & FEEDBACK

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

One of the companies we considered estimated the initial clean up would cost $10,000–$12,000 with no guarantee they’d accept us as an ongoing client. Framework considered the initial clean up as part of the job and hoped to keep us as a client. The turnaround was quick and they performed to our satisfaction. We saw measurable results within a couple of weeks. They deliver on what they promise and haven’t raised our fees since nearly the beginning of the engagement.

How did Framework Communications perform from a project management standpoint?

The ticketing and helpdesk system works well. I’ve developed a good rapport with many people from their company. If I need to talk to someone and choose to circumvent the ticketing system, I can count on them to be available.

What did you find most impressive about them?

They laid out what they were going to do and how they were going to do it. Over the past three years, they’ve lived up to those promises. The quality of their services hasn’t diminished as they continue to grow. I’m confident in their commitment to us.

Are there any areas they could improve?

My only concern will be if they start to engage bigger companies and smaller companies like mine get be left behind. However, that hasn’t happened thus far.

5.0
Overall Score I’m rarely this consistently happy with a vendor.
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Cloud Migration and Managed Services for Nonprofit

“They’ve been upfront if they felt a product wouldn’t be good for us, and they help us come up with something else.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
Dec. 2017 - Ongoing
Project summary: 

Framework Solutions moved a nonprofit to a cloud system and setup wireless services in a temporary workspace. They implemented a ticketing system, acquired office tech, and handle ongoing maintenance issues.

The Reviewer
 
11-50 Employees
 
Gurnee, IL
Director of Operations, Zacharias Sexual Abuse Center
 
Verified
The Review
Feedback summary: 

The cloud transition went smoothly and Framework saved money by purchasing office tech from a nonprofit retailer. They tailored their communication to fit a certain level of technical expertise, and thoroughly documented their work and its effects. This experience led to an ongoing relationship.

BACKGROUND

Introduce your business and what you do there.

I’m the Director of Operations at Zacharias Sexual Abuse Center, a rape crisis center. We provide counseling, and do awareness, training, and advocacy services out in our community. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Framework Communications?

There were a couple of issues in our physical building, like our sprinkler system, needed to be replaced. We needed to be in the cloud so that people could work offsite, be remote, and connect in different ways than we had been. We wanted to do that anyway, but the sprinkler project pushed our decision because we couldn’t be in the building.

SOLUTION

What was the scope of their involvement?

There are two pieces to the work that they do for us, and the first is IT support. Any one of us send a ticket from our computer and tell them it something’s not working. We used to have only one IT person who was completely overwhelmed, but now, anyone can send a ticket from their computer, which has saved a lot of time and freed people up. They also moved us over to the cloud, and did a training for our staff on what to expect when that change took place, in terms of changes to expect.

There’s also the sales part of who they are. They come in and look at what we’re using now, where we want go, and how they can help us get there. They understand that we’re a nonprofit, and they work hard to do things either within our budget, or hook us up with items from a nonprofit tech supply business, which are much cheaper. We needed eight new PCs and they made sure we got the best price for those. They also got us the hotspots and access points we needed because we had to be elsewhere during the sprinkler project.

Their brainstorming with us has also been really good, and they’re great at managing staff coming and going. They give us templates we can use in order to make our IT onboarding and email setup process much simpler. They even help with a lot of vendor relationships. Framework will call them and sometimes get a better price than we would’ve been able to. They work with all our vendors whether it’s our phone system, the people who do our copy machines, etc. They’ve also added many additional things like backup and recovery, which we didn’t have before to the same degree, and involved additional emails and licensing.

What is the team composition?

We have three points of contact at Framework that act as virtual office managers, depending on the specific issue we need help with.

How did you come to work with Framework Communications?

They were recommended to us. We sought out four different firms, put together an RFP, and they were one of the firms that reached out to us.

How much have you invested with them?

We've spent $25,000-$50,000 so far. 

What is the status of this engagement?

We’ve been working together since December 2017.

RESULTS & FEEDBACK

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

They got us into the cloud quickly and seamlessly. Our staff have been pleased with the ticket response time, which is sometimes within moments of sending it. They’re not only helping them fix whatever is wrong, but they’ll also tell them how to fix the same problem if it happens again.

How did Framework Communications perform from a project management standpoint?

We’re happy with their communication, which is mostly done by phone and email. They also produce two different reports for us. One is on the sales side where they tell us how things are going and ask what else we need from them, as well as how they can help us get there. The other is a support-side report, where they tell us what kinds of tickets are being generated by our staff on a regular basis. They also ask if those represent a training issue or if we just need an additional tweak somewhere. Then they’ll set up a time to review these reports so we fully understand them.

What did you find most impressive about them?

Framework is really patient with people who aren’t really fluent on the tech-side of things. People say they made it less scary for them. They’re not just trying to sell us equipment or sell us things. They’ve been upfront if they felt a product wouldn’t be good for us, and they help us come up with something else.

They didn’t now we’d have to get a temporary workplace because of this sprinkler project, but they came out and did all the work to setup hotspots in the most effective. They were also willing to come out and speak to all of our staff at once, because we’re in multiple locations.

Are there any areas they could improve?

We’ve been really pleased with them and we have a lot of projects planned in the future. We’re looking forward to additional meetings on dashboards, video conferencing, and encrypted emails.

Do you have any advice for potential customers?

Have them breakdown when the best time to send a ticket is or when to make a call. Have a handle on what you have now, what you want in the future, and they will help you get there. Over these last few months we realized they can do a whole lot more for us. Have a really good idea of all the software and applications that you have currently and what your staff needs. That helps them move you forward.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
    We may have paid a little extra getting into the cloud and for some of their services, but the ongoing maintenance is a lot less.
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer
    They have a lot of good things to offer.

Connectivity and Virtual CIO Services for Incubator

"[T]hey have reduced the number of wireless connection issues that we've had.​​​​​​"

Quality: 
4.0
Schedule: 
4.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
$10,000 to $49,999
 
Sept. 2017 - Ongoing
Project summary: 

Framework Communications provides a range of IT support and infrastructure management in the form of a technical lead and a virtual chief information officer (vCIO).

The Reviewer
 
11-50 Employees
 
Chicago, IL
Vincent Cabansag
Technology Director, MATTER
 
Verified
The Review
Feedback summary: 

Framework Communications has reduced wireless connectivity issues and continues to troubleshoot all infrastructure problems. While their communication is consistent, the efficiency of their ticketing system and vCIO could use improvement.

BACKGROUND

We are a healthcare incubator based in Chicago. Our goal is to make it the premier place for healthcare innovation by supporting entrepreneurs and corporate industry partners. My role is the technology director.

OPPORTUNITY / CHALLENGE

We provide traditional incubation services for almost 200 startups and for about two years, we didn't have anyone managing our information technology (IT) infrastructure. We chose Framework Communications for support and help managing our IT infrastructure.

SOLUTION

What was the scope of their involvement?

They provide IT support for the organization. They manage the infrastructure and help us specifically around wireless connectivity and security issues.

They also provide another shared services model called a virtual chief information officer (vCIO). This is them providing us with someone who has significant experience in managing IT and providing strategic advice- whether it's security, best practices, or architecture systems.

What is the team composition?

We have an amazing technical lead who comes onsite. We also interact with their chief operating officer and their project manager, who works out the schedule for our technical lead and does more strategic work with the chief operating officer, including the vCIO.

How did you come to work with Framework Communications?

Chicago is a small knit community and I asked for referrals. We’re still a startup and most IT managing services only work with very large organizations. But they seem to be the right fit for the size of our organization.

How much have you invested with them?

We invest $875 a month.

What is the status of this engagement?

We have been working with them since September 2017.

RESULTS & FEEDBACK

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

We don't have the data but they have reduced the number of wireless connection issues that we've had. We have an extremely noisy wireless environment- meaning everybody is using wireless- and they have allowed the best possible connectivity with the current hardware we have.

How did Framework Communications perform from a project management standpoint?

The project management is good. They have a ticket system. They're aware that the software user on the ticketing system could improve. But they've always been very good about reaching out by phone, email, and having in-person visits. That definitely meets our expectations.

What did you find most impressive about them?

They communicate together at a strategic level and down to the technical level. Our lead tech has been fantastic and I'd say a big amount of our experience is due to him. Most people who have technical skills end up focusing on doing things for the sake of tech. But he has a customer service focused mindset and the technical skills to help manage troubleshoot, and provide good service to our team. It's not common to find somebody like that. Usually, folks that have technical skills tend to be pretty dogmatic about their skills, but our lead tech isn’t like that. He's very customer focused and has a deep knowledge in managing IT.

Are there any areas they could improve?

They need to develop a better ticketing system. It's not great and they're aware of that. They need to find more people like their lead tech or have him train more people. If he ever leaves, that will cause a pretty big void. I also recommend they offer an annual pricing plan instead of a monthly one, for convenience purposes.

The other part of feedback is the vCIO, it's good conceptually but there's not enough touch points for it to be valuable enough. The vCIO should have weekly touchpoint as part of their base plan. Most of the time with the vCIO, you have to get them up to speed on all the things that you do. There's a lot of work to be done on the vCIO where they can actually focus more on supporting the organization instead of understanding it.

Do you have any advice for potential customers?

I don’t have any advice at the moment.

4.0
Overall Score
  • 4.0 Scheduling
    ON TIME / DEADLINES
    Their timeliness is dictated on the availability of their lead tech.
  • 5.0 Cost
    Value / within estimates
    The alternative solutions are significantly more expensive.
  • 4.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Network Installation and Managed Services for Medical Device Manufacturer

"They've been flexible, coming out when we want them to come out, and otherwise handling everything remotely."

Quality: 
4.0
Schedule: 
5.0
Cost: 
4.0
Willing to refer: 
5.0
The Project
 
$50,000 to $199,999
Project summary: 

Framework Communications handled and reconfigured the entire IT network, with the exclusion of the ERP while reusing the existing infrastructure and handled the transition to the new building.

The Reviewer
 
51-200 Employees
 
Chicago Area
Senior Financial Analyst, Medical Device Manufacturer
 
Verified
The Review
Feedback summary: 

Framework Communications was responsive to issues and handled things directly to provide solutions and preventive measurements. They continuously give maintenance support to the client on the recurring technical issues.

BACKGROUND

Please describe your organization.

We're a contract manufacturer of medical devices, specifically institutional and personal grade breast pumps, as well as pumping accessories. We're a small-sized business with around 75 employees. We have about half of those employees onsite here at the corporate office, in the suburbs of Chicago. Then, we have 35 to 40 employees who are remote around the world.

What is your position?

I'm the senior financial analyst.

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with Framework Communications?

At the end of 2012, we were part of a corporate spinoff, and we were acquired by a private entity. We had to develop our own departments and become more of a stand-alone company. One of the needs we had was IT [information technology]. Based on the size of our company at that point, we didn't think it was financially savvy decision to create an onsite IT department within the company. We started exploring third-party companies to handle all of our IT needs.

SOLUTION

Please describe the scope of their involvement in more detail.

They rebuilt our entire network at our new facility. We used some of the existing infrastructure from the previous company that had owned us, but we did get our own firewalls, servers, and all of that. They reconstructed and built it. Then once that was all setup and working, they transitioned it all to the new building a few months later. During that move, they also were key in finding people to assist with the rewiring of the entire unit and reinstalling the phones, servers, and just the entire network.

They pretty much handle everything. Almost everything on our PCs, Adobe software, and Microsoft, everything like that with the exclusion of our cloud-based ERP [enterprise resource planning] system. They are more than willing to handle that, but we use a third-party consultant for that who we already worked with prior to our engagement with Framework.

How did you come to work with Framework Communications?

We looked for someone who would be able to handle our needs, remotely, for the most part, and handle the number of employees we had as well as maintain the budget that we had for this. We wanted someone who would be able to provide options or suggestions on how and where to house our data. We weren't entirely sure of every detail and piece that we would need. We knew that we were going to have a major infrastructure transition with the break off from the old corporation, so that was going to be a big project. We knew that we would be switching offices as well, so we would need to move all the infrastructure to a new building.

Could you provide a sense of the size of this initiative in financial terms?

The annual spend has been very volatile, based on the projects that we've had. However, as far as the managed care and month-to-month services, it's probably around $8,000 a month. Maybe around $100,000 a year.

What is the status of this engagement?

The relationship is ongoing.

RESULTS & FEEDBACK

Could you share any statistics or metrics from this engagement?

We've had a couple issues that weren't attributable to Framework. They are very responsive, and they've owned any issue that we've ever had from start to finish. The way they address any problem is phenomenal. We've had some issues with our phone provider, where we've had outage service. They responded within minutes to a significant outage for our office. They've worked directly with those vendors to resolve it and prevent anything in the future.

We've also had some issues across our network. We haven't really figured out what the issue is, and it's been ongoing for quite some time. It really affects the speed of some of our programs, such as Excel. Although they haven't been able to find a resolution, they are trying different things constantly to resolve it and figure out what is causing it. It's nice to know that they haven't just given up on things.

I believe that all of our stakeholders are satisfied with their service. We don't have a very large executive staff here, but they are aware of who those people are, and they tend to give them a bit more of a priority service. They have great response time, and they definitely do everything they can, especially when it comes to an executive employee.

What distinguishes Framework Communications from other providers?

I think what really sets them apart, especially in terms of managing their client services, is that when we first contracted with them, they stated they wouldn't force one of their techs to come onsite every week or every month if we didn't want it. They could handle everything, remotely, for the most part, unless there's an irreparable issue.

Also, our company has been expanding more rapidly than expected, and Framework Communications really rose with us to where they scheduled weekly visits to handle outstanding issues or tickets. They've been flexible, coming out when we want them to come out, and otherwise handling everything remotely. I found Framework Communications to be extremely flexible when it comes to meeting our needs and what it is that we want in the long-term.

Is there anything Framework Communications could have improved or done differently?

I think it would be good to have a dedicated person both at our company and at Framework to handle most of the correspondence and tickets going back and forth. Usually, they have multiple techs working different issues and different tickets so, sometimes, things can get overlapped and redundant. Other than that, they're good when it comes to that stuff.

4.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 4.0 Cost
    Value / within estimates
  • 4.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer

Managed Services for Regional Health Care Clinic

"Framework Communication tries to be preemptive and proactive about situations as far as keeping track of what they can make better, instead of always being retroactive."

Quality: 
4.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
4.0
The Project
 
Confidential
Project summary: 

Framework Communications managed the organization’s entire IT infrastructure including the concern on the telephone provider and installed the necessary configurations, and then had them integrated into the network.

The Reviewer
 
201-500 Employees
 
Chicago Area
IT Manager, Regional Health Care Clinic
 
Verified
The Review
Feedback summary: 

Framework Communications is consistently able to prioritize and resolve technical issues as they emerge and in a timely fashion. 
The client also recognized them for their more proactive approach when it comes to systems monitoring and maintenance.

BACKGROUND

Please describe your organization.

We are a health care company based out of Chicago. We take care of older patients on Medicare. We're expanding rapidly and, right now, we have 15 clinics.

What is your position?

I am the IT manager.

OPPORTUNITY / CHALLENGE

What business challenge were you trying to address with Framework Communications?

Before I started, my company didn't have an IT [information technology] department at all. I was brought on to help create a help desk for them so we would have a more reliable IT infrastructure. We have an internal IT help desk that takes care of all our staff but, for our other needs, we'll use Framework Communications.

SOLUTION

Please describe the scope of their involvement in greater detail.

They took care of all our telephone provider switches, firewalls and security configurations. They worked with our telephone provider and helped out with the actual hardware installations, configurations, and setups. They helped integrate everything into our network, and our voice over IP [Internet protocol] system. They manage the internal side of the network and provide ongoing support when we have issues that we can't resolve. They are our go-to resource for IT-related issues.

How did you come to work with Framework Communications?

I came aboard after Framework started working with our company, so I wasn't part of the decision-making process.

Could you provide a sense of the size of this initiative in financial terms?

I don't have those figures. I think we pay them a set fee on a monthly basis, which includes everything from installation and help desk tickets to network management. Anything outside that range, like running cables or material for any equipment, is an additional expense.

What is the status of this engagement?

We've been working with them for about two years [2015], and the relationship is still ongoing.

RESULTS & FEEDBACK

Could you share any statistics or metrics from this engagement?

There are always unforeseen issues that come about, like the Internet or the phone or the network going down. They're pretty quick about getting them back up and running or finding the root cause of the problem and creating a solution.

How did Framework Communications perform from a project management standpoint?

Their main point of contact is the office manager, and all tickets will go to her. She then dispatches the proper person to go on site or to take care of the problem remotely. If there were any more advanced problems, I would go to the particular tech on site and contact him directly. If there are even bigger issues, I'll go up to the sales people or the managers at Framework and address issues that way. There's always a good way of communicating with pretty much everybody at Framework, which we have really appreciated.

What distinguishes Framework Communications from other providers?

I come from managed service companies myself, so I've seen pretty much the same quality from other companies I've dealt with. Framework Communication tries to be preemptive and proactive about some situations as far as keeping on track of what they can make better, instead of always being retroactive. They look at other ways of finding a solution before the problem happens. I like the more preventative approach because we really rely on our IT infrastructure for all of our daily tasks and operations.

Is there anything Framework Communications could have improved or done differently?

I know they're still growing. We went from 40 employees to 500 in one year, and that is a very large volume of people to take care of. If they had more staff to offer us at any given time, then that would be ideal. Other than that, they're pretty responsive.

4.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
    I don't have full knowledge of that.
  • 4.0 Quality
    Service & deliverables
  • 4.0 NPS
    Willing to refer