Frequently Asked Questions

Frame Demo

Where is your demo hosted?

The demo is running from a datacenter in Palo Alto, California, on virtual servers from Amazon Web Services. When you decide to start a free trial and upgrade to your own account, you can pick from 8 datacenters on 5 continents.

What are the general server specs for the servers hosting your demo?

The demo apps are running on a virtual server with 2 vCPUs, 4GB RAM, and no hardware GPU. We call it Air 4GB. When you start a free trial and get your own individual account, you also start on an Air 4GB system. To get access to a system with hardware graphics (Pro 16GB), you'll need to subscribe to our Standard or Plus plans.

Once you're on a Standard or Plus plan, you can switch between all Frame available systems from the Account menu in the top right of your Launchpad. To install new apps, click on a top left menu, and select Manage Windows Apps. From there you can access a full desktop to install and onboard new apps.

Which OS is being used on the host? What is your hypervisor?

Current demo configuration uses Windows Server 2012R2 (it's Microsoft Windows server equivalent of Windows 8). We also support WS2012 and WS2008 as needed. Desktop OSs, like Windows 7, can be supported only in a single-tenant or on-premises environment. In general, Frame is infrastructure-agnostic, and we have successfully deployed it on various hypervisors, including Xen, KVM, and ESXi. In addition, Frame works with bare-metal instances too.

Is Frame based on Server Based Computing (SBC) or VDI?

Each user on Frame has it's own virtual machine, so it's more like VDI. At the same time, we have our own presentation layer that lets users run individual apps without having to go into a full desktop.

General Questions

Do I have to use a browser to access Frame?

Yes -- we recommend using Google Chrome for the best performance. Have an iPad? We have an iOS app available in the Apple App Store - search for "Frame Terminal".

Can I install any application?

Yes -- all Frame accounts give you a full admin access to the system to install any Windows app and configure it to match your needs. Nearly all applications that work on Windows 7/8/10 work well on Frame (we're using Windows Server 2012R2, which is closely related to Windows 8.1). You can also configure custom pre- and post-session scripts to modify application behavior based on a user preference. For example, you can execute a pre-session script to change the default language, and a post-session script to collect usage logs. For more details, see our knowledge base.

How does software licensing work?

Just like in any other virtual environment, you need licenses for the software applications that you use on Frame. Typically, node-locked licenses can be used for Frame Personal accounts and either volume licenses or network licenses can be used for Frame for Business accounts. Frame Platform users are often ISVs themselves, in which case they own the rights to software distribution and will pick the best license for global distribution on Frame?

How do I access my files from apps running on Frame?

Frame integrates with a variety of cloud storage solutions including Dropbox, Box, and Google Drive. In addition, you can upload/download individual files directly from/to your local computer. With Frame for Business and Frame Platform, we offer additional storage options including persistent personal drives and shared network drives that simplify team collaboration.

How does Frame handle resource scaling to meet changing end-user demand?

Frame for Business accounts include automatic elastic scaling to react to changing loads within bounds set by the administrator of the Frame account.

Can I connect apps running on Frame with my on-prem storage?

Yes. There are several of options to connect Frame to your on-prem storage and compute environment through VPN. Typically, your uplink will limit the transfer rate, so on-prem storage is best for lightweight data and systems (like licensing servers or low traffic database servers).

Is it possible to run a client-server desktop application (for example, a Windows app written in Java or VB .NET) that connects to a SQL server on my premises?

Yes. This is typically done by connecting your Frame VPC to your on prem server using hardware VPN. For more details, see this article.

Billing

Can I try Frame for free?

Of course! Your first 7 days are on us. You'll have a full access to a Frame system in a region of your choice. Your free trial includes 200 credits, for 20 hours of usage on our Air 4GB system. This gives you plenty of time to install and run your own apps. We do ask that you add your billing info before staring your trial. Your card will not be charged, but we need to have it for verification purposes. If you love it (and we think you will), you can continue using Frame by subscribing to one of our plans. If you do nothing at the end of your 7-day free trial, your account will revert back to the demo account. We will never charge your card without you explicitly signing up for one of our plans.

What payment options do you accept?

We accept MasterCard, Visa, or American Express.

How is my usage calculated?

Frame Personal: Each hour of system usage will use credits: for example, 10 credits to run Air 4GB, 100 credits to run Pro 16GB in North America. You can always check your credit balance on My Account page.

Frame for Business: You can add and remove users as your team changes. We'll make sure you are charged for the right user tier based on your team size. At the end of each billing month, you will be billed for the actual hours your team has used in the billing month and the next month's subscription based the number of users you have.

Can I cancel my account?

If you're already on a subscription plan and decide to cancel, we'll stop your subscription at the end of your current billing cycle. We do not offer refunds. You will not be charged for your free trial.

What is the minimum term of service?

The minimum term of service is one month. You can choose to renew on a month by month basis, or you can purchase a year in advance.

Our credit card expired or was canceled. What do I do?

Anyone on your team who is an Owner can add a new credit card. Change it under "My Account" page in the Launchpad.

Why do I have a $0.50 charge from Frame on my account?

Our billing service places a $0.50 transaction on your account for verification purposes. Typically the amount is suspended in your account and then dropped. On occasion (depending on who you bank with) this charge may go through. If so, it should be refunded automatically within 3-5 business days.

Why am I being charged before the end of my billing cycle?

We have a safeguard in place to prevent users from getting a larger-than-expected usage invoice at the end of their billing cycle. Our system will charge in smaller increments after certain thresholds are met. For example, if your overage balance surpasses the threshold amount for your account type before the next billing cycle, our system will charge your overage balance immediately. The overage balance will reset and any additional overages accrued will be included in your monthly statement at end of your billing cycle.

Threshold for Frame Personal: $25
Threshold for Frame for Business: $100

Please note, it is possible to meet this overage threshold multiple times throughout a single billing cycle. If you have any questions, please contact us at billing@fra.me

My team is an education institution or student group. Is there special Frame pricing available for my organization?

For qualified nonprofit or accredited K-12 or higher education institutions, or student groups associated with those institutions, we offer a significant discount off any of our plans. See our Frame for Education page to learn more.

Team

What is the minimal team size on Frame?

All team plans (Frame for Business and Frame for Education) have a minimum of 5 users.

Can I manage users using AD or SSO?

Yes. We support SSO using Google or AD (through ADFS or Okta). Our support team can help you configure it.