Co-Managed Services

What Is the Co-Managed Services Plan?

Many organizations have internal IT resources who handle certain aspects of technology management but need additional support for infrastructure, security, strategic planning, or specialized expertise. Framework IT's Co-Managed Services plan is designed to complement your existing team effectively.

What's Included:

The Co-Managed Services plan includes all the same comprehensive services as the standard Managed IT Services plan:

✅ Help Desk Support: A monthly block of support hours for incidents and service requests via phone, email, portal, Microsoft Teams, or computer agent (instead of unlimited support)
✅ 24/7 Proactive Monitoring: Real-time visibility into your systems to detect and resolve issues before they impact your staff
✅ Strategic vCIO Services: Technology planning, budgeting, vendor management, and alignment with your business goals
✅ Comprehensive Cybersecurity: EDR, MDR, email security, MFA, security awareness training, dark web monitoring, SIEM logging, and cloud backups—all included at no additional charge
✅ Proactive Infrastructure Management: Scheduled maintenance, patch management, and lifecycle planning
✅ Vendor Coordination: We manage relationships with internet providers, software vendors, and hardware manufacturers on your behalf

The Key Difference

Instead of unlimited help desk support, the Co-Managed Services plan includes a monthly block of support hours to accommodate organizations where internal IT staff handle primary end-user support responsibilities.

How Co-Management Works

When partnering with clients who have internal IT staff, we clearly define responsibilities to avoid confusion and ensure seamless service delivery.

Typical Framework IT Responsibilities:

✅ Core Infrastructure: Servers, network equipment, firewalls
✅ Endpoint Devices: Workstations, laptops, mobile devices
✅ Microsoft 365 or Google Workspace Administration
✅ Cybersecurity: EDR, email security, threat monitoring, security awareness training
✅ Help Desk Support for End Users (within your monthly block of hours)
✅ Patch Management & System Updates
✅ Backup & Disaster Recovery
✅ Proactive Monitoring

Typical Internal IT Responsibilities:

✅ Line of Business (LOB) Application Administration: CRM, ERP, accounting software, etc.
✅ Application-Specific User Training & Support
✅ Internal Process Development & Workflow Automation
✅ Custom Reporting or Data Analysis within LOB applications
✅ Special Projects or Initiatives unique to your business
✅ Company-Specific Workflows & Processes
✅ Vendor Relationships specific to your organization's industry

Role Delineation & Communication

Your vCIO works directly with your internal IT staff during onboarding to:

1. Define Clear Boundaries of Responsibility for each team
2. Establish Communication Protocols and escalation paths
3. Coordinate on Projects that require collaboration
4. Ensure Your Staff Understand how to engage Framework IT for support on systems we manage

This delineation is also communicated to your broader staff so they know when to contact Framework IT versus internal IT resources.

Toolset Integration for Seamless Collaboration

Our toolset is designed to support collaborative co-management:

Shared Documentation

We use IT Glue, SharePoint, and Slab to maintain centralized documentation that both our team and your internal IT staff can access, ensuring everyone has visibility into configurations, procedures, and changes.

Direct Communication Channels

We establish direct communication channels (email, Microsoft Teams, phone) between your internal IT team and your Framework IT account team (vCIO, Client Lead Engineer, Service Manager) for rapid coordination.

Ticketing System Access

If appropriate, we can grant your internal IT staff access to our ConnectWise ticketing system so they can:

• View ticket status
• Add notes and collaborate on resolutions
• Track service delivery

Strategic Planning Meetings

Your vCIO meets regularly with your internal IT team to align on technology roadmaps, budget planning, project priorities, and strategic initiatives.

Benefits of Co-Managed IT

Expertise Augmentation

Your internal staff gain access to a full team of engineers with diverse specializations:

• Cloud architects
• Network administrators
• Cybersecurity experts
• Systems administrators

Workload Relief

Framework IT handles time-consuming infrastructure management, freeing your staff for strategic initiatives and business-specific projects.

24/7 Coverage

Even when your internal team is unavailable, Framework IT provides continuous monitoring and support.

Cost Efficiency

More economical than hiring additional full-time IT staff for specialized or infrastructure roles.

Scalability

Easily scale support up or down as your business needs change without hiring/firing internal staff.

Example: How Responsibilities Are Divided

Scenario: Your CRM system (Salesforce) is running slowly

Responsibility	Who Handles It
Infrastructure Layer (server performance, network connectivity, database health)	Framework IT
Application Layer (Salesforce-specific configuration, custom fields, workflows)	Internal IT Team

Collaborative Approach:

1. Framework IT verifies server performance, network connectivity, and database health
2. Internal IT team investigates Salesforce-specific issues (custom reports, automation rules, data volume)
3. Both teams coordinate to identify root cause and implement solution

Why This Matters

A clear delineation of responsibilities ensures that your internal IT team can focus on strategic, business-specific initiatives while Framework IT handles the day-to-day operations and infrastructure management. This collaborative model:

✅ Maximizes efficiency
✅ Ensures nothing falls through the cracks
✅ Provides your internal team with enterprise-grade tools and expertise
✅ Reduces burnout and improves job satisfaction for your IT staff
✅ Delivers better outcomes for your organization

Who Benefits from Co-Managed IT?

Co-Managed Services work best for organizations that:

• Have 1-3 internal IT staff members who need backup and specialized expertise
• Want to offload infrastructure management and focus on strategic projects
• Need 24/7 monitoring and support coverage
• Require expert-level cybersecurity but lack in-house security specialists
• Want to avoid the cost of hiring additional full-time IT staff
• Need strategic vCIO guidance for technology planning and budgeting

Real-World Example

Organization: Mid-sized professional services firm with one internal IT manager

Before Framework IT:

• IT Manager overwhelmed with daily support requests, infrastructure maintenance, and strategic planning
• No time for strategic projects or process improvements
• Limited cybersecurity expertise
• No coverage during vacation or illness
• Aging infrastructure with no clear replacement plan

After Framework IT Co-Managed Services:

• Framework IT handles all infrastructure (servers, network, security)
• IT Manager focuses on Line of Business applications and strategic initiatives
• 24/7 monitoring ensures issues are detected and resolved proactively
• vCIO provides strategic planning, budgeting, and vendor management
• IT Manager collaborates with Framework IT on projects, leveraging specialized expertise
• Clear documentation and shared access ensure continuity

Result: IT Manager's job satisfaction increased, strategic projects are completed on time, infrastructure is secure and well-maintained, and the organization has enterprise-grade IT support without hiring additional staff.

Getting Started with Co-Managed Services

If you have internal IT staff and want to explore how Framework IT can augment your team, your vCIO will:

1. Assess Your Current Environment: Understand your internal team's strengths, workload, and gaps
2. Define Responsibility Boundaries: Clearly document what Framework IT will manage vs. what your internal team will handle
3. Establish Communication Protocols: Set up direct channels and meeting cadences
4. Integrate Tools & Documentation: Provide your internal team with access to shared platforms
5. Develop Collaborative Roadmap: Align on strategic priorities and project timelines

The Framework IT team is here to help you make informed IT decisions and build a strategy that supports your business goals.

Call 312-564-5446 or book your FREE Initial Consult to connect with our team.