Getting specialist knowledge and help to manage and support your ICT and digital services makes commercial sense.

With Frame taking care of your day-to-day ICT and digital operating tasks, you get the support you need from specialist teams with the requisite knowledge and skills.

Our support commitment is to provide you with complete visibility, traceability and accountability for your ICT and digital operations.

What you can expect

The most effective business outcomes at the best value for money.

Let Frame take care of your day-to-day ICT and digital operating tasks, with these services — on their own or bundled to suit your requirements.

Service Desk

It’s essential that a managed service is able to give your people and customers the help they need, when they need it. And it makes a big difference when that service is provided promptly and courteously.

Frame’s Service Desk operators are trained to meet customers’ needs. They’ll collect and action incidents to your complete satisfaction.

Service Desk services include:

incident and case management
vendor and other third-party management
remote resolution
proactive system monitoring and alerts
user account management.

Because our processes are aligned to ITIL to deal with all aspects of service delivery and management, you’re assured of receiving consistent call handling and resolution.

Support for end-users

With the vast array of technologies your people and customers are expected to use, it helps to give them meaningful assistance when they need it.

Frame’s end-user support covers desktop PCs, mobile devices and virtual-desktop infrastructure. We provide the support your people and customers need to get on with doing their job, instead of them being prevented or distracted by annoying and recurring technology issues.

End-user support services include:

SOE-image deployment and patch management
basic security management (virus, spam and content filtering)
operating system, hardware and application support
asset management.

Support for physical, virtual and cloud-based servers

Servers house the data and systems your organisation depends on. You can’t afford for your servers to be unavailable or underperforming.

We offer a complete management solution for your server environment. We work with you to identify the mission-critical servers as well as the workhorses, and structure services to ensure your business keeps operating as expected.

Server support services include:

24×7 monitoring of availability and threshold events
support for multi-vendor server environments
everything from procurement, implementation and operating system management, through to security, backup and recovery
ongoing capacity management for cloud environments to assist with curbing excessive charges.

Support for data network and converged communications

Data and communications network technologies are constantly evolving. It’s not always practical for your own people to be experts in every new technology you want to make use of.

Because our ICT consultants and engineers are knowledgeable of and skilled in design and implementation of data network and converged communications infrastructure — using and integrating technologies from different vendors — Frame is exceptionally well positioned to provide support for your data and communications network.

Network and communications support services include:

managing and monitoring all aspects of networks and communications
WAN, LAN, IP telephony and messaging support
capacity planning
break-fix services.

What’s more, proactive monitoring and continual improvement projects ensure your communications are secure and available when you need them.

The level of service your internal and external customers expect

With Frame managed services taking care of your day-to-day ICT operating tasks, you get the ICT support you need from a specialist team with the requisite knowledge and skill.

You receive Service Desk advice and information (level 1 support) with field engineering support for problem rectification (level 2 support).

Our in-house technology specialists are available to provide in-depth problem resolution (level 3 support) and we facilitate vendor support (level 4).

Frame’s ICT and digital support services are aligned to meet and exceed agreed and measurable service levels for all aspects of your operations.

Service levels benefit from being simple, measurable and realistic. And we work with you to keep them that way, with periodic reviews to ensure they continue to meet your needs and to accommodate better metrics, measurement tools and processes.

Assistance to reduce your ICT operating expenses and free up resources to focus on delivering best value to your business

Our focus is on helping you to reduce recurring ICT charges, manage your ICT service providers, and align ICT services to support your day-to-day business operations.

Importantly, you get the help you need to:

accurately quantify your ICT operating costs and budget for them
take advantage of our national coverage and volume discounts to reduce your ICT operating expenses
focus on the ICT projects that move your technology forward and deliver the best business value
define and document processes and deliverables to eliminate single points of failure.

You also have access to national order processing for ICT infrastructure assets, as well as co-ordination of installation works.

Get the clarity you need for better ICT and digital operations support

Speak to one of our consultants to find out how Frame’s ICT and digital support services can make a difference to your business.

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