What is the managed services onboarding process?

Onboarding Details:

Framework IT follows a comprehensive Partnership Transition Process designed to ensure a smooth, quality onboarding experience. We recommend allocating 45-60 days for the standard onboarding process, though we can expedite to as quickly as 30 days if necessary. The process includes four main phases: Preparation, Transition Planning, Go-Live, and Post-Onboarding. This collaborative approach ensures proper expectations are established and responsibilities are clearly understood between Framework IT and your organization.

Full Onboarding Process:

Timeline:

The normal standard is 45-60 days, though we can expedite closer to 30 days if absolutely necessary, provided your team is quick to return information and makes time to meet with us. However, leaving extra time for this process means Framework and your team are less pressured and can maintain quality standards. The important thing in any expediting scenario is that we do not collectively sacrifice quality for speed, as a quality onboarding process sets the tone for a successful start to the partnership.

Phase 1: Preparation

Sales to Service Delivery Transfer:

• Framework submits a comprehensive information package to transfer everything learned during the sales process to our Service Delivery team
• We host an internal call to discuss specifics and answer initial questions from the Service Delivery team
• We leave at least one week between proposal signature and the Partnership Kick-Off call for your vCIO and assigned Service Manager to digest all information

Partnership Kick-Off Call:

The agenda includes:

• Introduction to key Framework and Client team members
• Overview of the Process Map for the rest of our Transition Process
• Cadence of meetings
• Review of Phase 0 initiatives
• What to expect in the next steps to accomplish Phase 0 Initiatives
• Setting tentative milestone timeline for the Partnership Transition Process
• Setting tentative Go-Live Date
• Scheduling next meeting

Documentation Gathering:

After the Kick-Off meeting, we:

• Send a documentation request including: contact info of staff, organization chart, and miscellaneous IT documentation
• Host a Documentation Meeting to discuss the information provided, answer questions, and provide guidance on obtaining certain information
• Review returned documentation together, focusing on gaps and how to close them through the remainder of the Partnership Transition Process
• Host additional check-in calls as needed to keep the process on track

Phase 2: Transition Planning

Leadership Transition Meeting:

Call with client leadership to discuss:

• Internal messaging to your team
• Plan change management so staff know the "why" for the change and what to expect
• Department leaders join since their staff will have questions
• Discuss tactical details such as tool deployment methods, what's needed from the client, and transfer timeline
• The intention is to avoid all client staff going to the main points of contact with questions

Staff Town Hall:

• Educate end-users on how the toolset deployment will work
• Explain their responsibilities and our responsibilities
• Introduce our services and ticket submission best practices

Software Tool Transfer:

Framework coordinates the transfer of software tools before going live:

• Transferred before go-live date: RMM, Next Gen AV/AM, EDR
• Most likely transferred after go-live date: Email security (Mimecast), Cybersecurity training/mock phishing (KnowBe4)

Phase 3: Go-Live

• Once the toolset is transitioned, we go-live with help desk services
• Client staff may begin submitting tickets to Framework IT
• This is when the agreement and services commence
• Billing for Managed IT Services starts at the Commencement Date (you're not double-paying vendors)

Phase 4: Post-Onboarding

• Quality assurance to ensure all Framework IT software is installed on all relevant devices and systems
• A client staff member may be on vacation during toolset transition, so this QA step ensures complete coverage
• Verify documentation and close gaps on any less critical documentation
• Solicit client feedback on the Partnership Transition Process
• Schedule the first vCIO meeting

What We Need From You: Critical Client Resources for Success

A successful transition depends on active collaboration and timely information sharing. Here's what we'll need from your organization:

Required Documentation:

• Systems Diagrams: Network topology, server architecture, cloud environment layouts
• Line of Business (LOB) Application Information: Software vendors, licensing details, administrator contacts, integration points
• Service Contracts: Current IT vendor agreements, internet service providers, software subscriptions, hardware warranties
• Administrator Credentials: Secure access to servers, network equipment, cloud platforms (Microsoft 365, Google Workspace, etc.), backup solutions, and service accounts

Required Client Participation & Time Commitment:

Client participation is crucial to define proper expectations and ensure responsibilities are clearly understood. We'll need:

• Key Stakeholder Availability: Decision-makers and IT points of contact must attend scheduled Teams video meetings with your vCIO and Framework IT resources throughout the transition process
• Leadership Transition Meeting Attendance: Executive leadership and department heads participate in change management planning to communicate the "why" behind the transition to staff
• Staff Town Hall Participation: All employees (or as many as possible) attend a town hall meeting where we introduce Framework IT, explain toolset deployment, demonstrate ticket submission methods, and answer questions
• Hands-On Deployment Support: Staff time will be needed to execute the switch to Framework IT's toolset. The amount of time required depends on the level of automation possible in your environment and will be discussed with your vCIO during planning
• Timely Responses: Quick turnaround on documentation requests, meeting scheduling, and decision-making helps us maintain momentum and meet the target Go-Live date

Ongoing Commitment (Post-Transition):

After onboarding, maintaining a successful partnership requires:

• Monthly Check-Ins: Brief touchpoints with your Service Manager to review service delivery and address any concerns
• Quarterly Strategic Business Reviews: In-depth meetings with your vCIO to review technology performance, lifecycle planning, budget forecasting, and strategic roadmap alignment
• Annual Partnership Review: Comprehensive evaluation of overall satisfaction, achievements, and strategic goals for the coming year

Why Client Resources Matter:

The quality and completeness of information you provide directly impacts:

✅ Transition Speed: Complete documentation and prompt responses enable faster, smoother onboarding

✅ Service Quality: Understanding your environment deeply from day one allows our engineers to provide more accurate, effective support

✅ Risk Mitigation: Comprehensive credential access and system knowledge prevent security gaps and service disruptions

✅ Strategic Alignment: Active participation in planning ensures technology decisions align with your business goals

Framework IT is committed to making the transition process as seamless as possible. Your vCIO and Service Manager will guide you through every step, provide clear timelines and expectations, and work collaboratively to ensure a successful partnership launch.

Looking for a smoother, more predictable IT transition?

Our proven onboarding framework ensures clarity, accountability, and a strong foundation from day one. Click here or call us at 312-564-5446 to schedule your free Initial Consultation. Together, we'll ensure your transition is structured, secure, and built for long-term success.