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Support

Having trouble accessing Frame? Need to file a support ticket? Here you can find support guides for checking the Frame platform status, creating a support case, and more!

Official Frame Support Guide

Platform Status

You can check the status of the Frame Platform service at any time by visiting status.fra.me

You can also subscribe to email and/or text message updates on scheduled maintenance and other events by clicking on the Subscribe to Updates button at the top right of the page. The status page also features a list of past incidents with timestamps and descriptions for the events.


Contact Support

If you are experiencing issues with your Frame account or simply have a question, it is easy to contact our support team by navigating to the Dizzion Support login page. Creating support tickets through Cosmos Control Center (C3) will help to ensure that communications are accurate and reliable, as some issues may require extensive investigation by support personnel. Follow the steps below to create a support case.

1. Access Dizzion Support

Start by opening your preferred web browser and navigating to the Frame Support login page. Click the Sign In button in the upper right corner of the page, where you'll be redirected to Dizzion Cosmos Control Center (C3). From there, enter your credentials.

Enter your C3 login credentials (email address and password), and then click the Sign In button to access your Frame Support account.

How do I sign up for a C3 account?

You should receive an email from ProvisioningCenter@dizzion.com as outlined in the support migration announcement. The email will look like this:

C3 Welcome Email

Simply click on the "Setup your C3 Profile" link button and go through the sign up process.

If you have not received this email, please contact us via email at support@fra.me.

2. Navigate to the Service Request Creation Page

Once logged in, you will land on the Frame Support dashboard. Find and click on the Submit Request button located in the top navigation menu.

3. Start Creating a Service Request

On the Service Request page, complete the form by selecting the product category:

Frame

4. Fill in Service Request Details:

In the service request creation form, provide the necessary information:

  • Requester: Enter your email address.
  • Subject: Write a concise and descriptive summary of the request.
  • Component: Select the component of service the request pertains to.
  • Description: Elaborate on the request, providing any relevant details such as error messages, steps to reproduce the issue, and/or any additional context.

5. Add Attachments (if needed)

Be sure to add any relevant files or screenshots that could assist in understanding the request. From there, click on the Attachments button to upload them or drag and drop them in the designated area.

6. Submit the Ticket

After filling in all the necessary details, click the Submit button to create the service request.

7. Confirmation and Ticket Tracking

Upon submission, you will receive a confirmation message or email with the ticket details, including a unique ticket number. Take note of the ticket number for future reference.

You can track your request progress from the Dizzion support dashboard. The assigned engineer will be notified to begin addressing the request.

View your Support Requests

You can view your support requests by clicking on the dropdown menu by your name and selecting Requests


Definitions of Priority Level and Targeted Initial Response

Priority LevelDescriptionTarget Initial Support Response
P1Emergency: Frame Platform services for a Production Frame account are completely unreachable, affecting all end users of the applications/desktops hosted by that account and/or affecting all administrators of an account.Within 1 hour.
P2Critical: Frame Platform services are available but experiencing issues that directly impact productivity. Some (but not all) end-users of an application on a Production account cannot reach the application or desktop, and/or some (but not all) administrators cannot reach the Frame Console. No workaround is available. Major inconvenience.Within 4 hours.
P3Normal: Some end user sessions are experiencing degraded performance, and/or some administrator Frame Console features are not functioning as expected.Next business day (NBD).
P4Low: Questions about documentation, processes, or procedures. General requests about information. General questions on configuration, setup, application issues, and compatibility.By the next 2 business days. (N2BD)
RFERequests for Enhancements: Feature requests for the product that would improve the experience or functionality for the customer.Within 2 weeks.

If you would like more information regarding Frame's SLA response times, please reference the official Frame Support Guide listed above.

Frame Product Release stages

Release StageReadinessAccessibilityPublic DocumentationSupport
Tech PreviewReady for qualified Proof of Concept (PoC) deployments.Requires some assistance or special configuration to enable.Public documentation is rarely available.Not Officially Supported - Limited assistance from Frame Solutions Architecture & Engineering may be available with no formal SLAs.
Early Access (EA)Ready for pilot deployments.Self-service. Can be enabled from the UI by most customers.Public documentation may not be complete or available.Not Officially Supported - Customers may receive assistance from Frame Solutions Architecture & Engineering with no formal SLAs.
Generally Available (GA)Ready for production deployments.Self-service. Can be enabled from the UI by any customer.Public documentation is available.Officially Supported - Support with standard support SLAs.
End of Life (EOL)Cannot be used for any deployment.May no longer be accessible or usable.Public documentation may be archived or removed.Not Supported - No longer supported by Frame.

Downloads

Frame tools/software can be downloaded by customers with C3 accounts by accessing their C3 Dashboard. We also provide links to our tools on our Frame Docs Downloads page.

End of Life Features/components

Once a component or feature has reached End of Life (EOL) status, it will no longer be supported by Frame. EOL components or features may be inoperative or completely inaccessible by customers within their Frame tenant. Customers are responsible for ensuring that they discontinue use of these components or features prior to the EOL date.

All End of Life (EOL) dates for key Frame components/features are posted below. EOL dates are subject to change at any time.

Frame Workload Operating Systems

Operating SystemEOL Date
Windows Server 201603/31/2024
Windows Server 2012 R201/31/2022
CentOS 701/31/2022
Ubuntu 18.0401/31/2022

Frame Components/Features

ComponentVersionInfrastructureEOL Date
Quick Launch FeatureN/AN/A01/31/2023
Frame Guest Agent7.xN/A01/31/2022
Basic ProfilesN/AAWS01/31/2022
Cloud Connector Appliance (CCA)2.xNutanix AHV10/31/2020
Box Cloud Storage ConnectorN/AN/A06/30/2022
Dropbox Cloud Storage ConnectorN/AN/A06/30/2022
Google Drive Storage ConnectorN/AN/A07/31/2022
OneDrive Cloud Storage ConnectorN/AN/A07/31/2022

Frame App

VersionRelease DateEOL Date
5.212/15/20206/30/2021
5.312/27/2020
5.41/20/2021
5.52/10/2021
5.63/8/20219/30/2021
5.74/14/2021
5.84/26/2021
5.95/19/2021
5.105/26/202112/31/2021
5.116/14/2021
5.127/4/2021
6.07/28/20213/31/2022
6.18/12/2021
6.28/25/2021
6.39/8/2021
6.49/28/2021
6.510/20/2021
6.611/23/2021
6.712/2/2021
6.812/23/20216/30/2022
6.91/20/2022
6.103/3/2022
6.113/3/20229/30/2022
6.126/16/202212/31/2022
6.139/15/20223/31/2023
6.1511/10/20223/31/2023

Frame Streaming Gateway Appliance (SGA)

SGA VersionEOL Date
2.x12/31/2021
3.012/31/2021
3.103/31/2022
3.206/30/2022
3.309/30/2022
3.406/30/2023

Liquidware Driver Versions

VersionBuildRelease DateEOL Date
6.8.3740412/9/20196/30/2020
74535/29/202012/31/2020
75167/31/202012/31/2020
75418/25/202012/31/2020
758710/12/20206/30/2021
761811/19/20206/30/2021
6.8.476972/11/20219/30/2022
80883/4/20229/28/2024
6.8.584443/20/2023TBA