OpenFrame

Secure Tokens Commits to 100% Migration After Ditching Vendor Lock-In with OpenFrame

CASE STUDYMSPOPEN SOURCEOPENFRAMERMMVENDOR LOCK-IN
SecureTokens

SecureTokens

Healthcare

Stephen Garriques

Stephen Garriques

CEO & Founder

1-50

Employees

500

Managed Seats

Secure Tokens Commits to 100% Migration After Ditching Vendor Lock-In with OpenFrame

Summary

Stephen Garriques runs Secure Tokens, managing a few hundred endpoints across small and medium businesses in multiple verticals. After years of frustration with traditional RMM platforms and their vendor lock-in, Stephen discovered OpenFrame and saw it as the modern alternative he'd been searching for. The deployment was seamless and he's now committed to migrating 100% of his endpoints to OpenFrame within the year. For Stephen, OpenFrame offers the best of both worlds: enterprise-grade open-source tools packaged in a unified platform, without the vendor tax or multi-year contracts that plague the industry.

Challenge

Stephen's journey through the MSP tool landscape had been frustrating. Traditional RMM platforms like those from established vendors came with significant baggage: multi-year contracts, per-endpoint pricing that climbed with every new client, and legacy codebases that made the user experience feel dated and clunky. Script execution was hit or miss, and he found himself building a patchwork of different tools – each excellent at one thing but requiring constant "duct-taping" to work together.

The bigger problem? These legacy vendors weren't innovating. They were focused on acquisitions and market consolidation rather than improving the experience for MSPs. As Stephen put it, they'd become "so big and so massive that they don't really care about rethinking the experience." Meanwhile, he knew that mature open-source solutions existed that could do the job better – but most MSPs didn't have the time or technical expertise to implement them on their own.

Stephen had already started building his own in-house solutions using open-source tools, but he was essentially recreating the wheel. He needed a platform that could take those same powerful open-source technologies and make them accessible without the implementation overhead – all while avoiding the vendor lock-in he'd grown tired of.

Solution

OpenFrame delivered exactly what Stephen had been searching for: a modern platform built on mature open-source tools, packaged in a way that eliminates the implementation complexity. Deployment was remarkably fast – Stephen describes it as taking "next to no time" to get up and running. He simply deployed the agents and everything showed up in OpenFrame, ready to manage.

What set OpenFrame apart wasn't just the technology – it was the philosophy. Unlike legacy vendors locked into rigid pricing models and multi-year contracts, OpenFrame offered a "grow as you grow" approach that made sense for his business. There were no minimum endpoint commitments or vendor lock-in traps.

Stephen was particularly impressed by the platform's approach to consolidation. Rather than forcing MSPs to juggle multiple disconnected tools, OpenFrame integrates key capabilities into a single unified interface. It takes the best open-source solutions – the kind Stephen had been trying to implement himself – and makes them accessible without requiring deep technical expertise to manage.

The AI capabilities through Mingo also caught Stephen's attention. While he hasn't had extensive time with the AI features yet, he sees significant potential for automating general endpoint maintenance and reducing the time spent on repetitive, low-level tasks, freeing up his team to focus on higher-value work.

Results

• 100% migration commitment: Stephen plans to fully migrate all endpoints to OpenFrame within the year, phasing out his current RMM platform entirely

• Instant deployment: Agent deployment was seamless with zero blockers – up and running in almost no time

• Vendor lock-in eliminated: No more multi-year contracts or escalating per-endpoint pricing that eats into margins

• Stack consolidation: Moving from a patchwork of disconnected tools to a unified platform that brings enterprise-grade open-source capabilities together

• Cost reduction pathway: OpenFrame enables Stephen to consolidate vendors and significantly reduce his overall tool spend

• Future-ready architecture: The platform's open-source foundation and AI capabilities position his business for continued growth without the technical debt of legacy systems

• Easy sell for other MSPs: Stephen sees OpenFrame as an "easy sell" and believes the platform is already close to being a no-brainer for small and medium-sized MSPs looking for a modern alternative

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Frequently Asked Questions

MSPs use AI to triage and route tickets, cut alert noise, schedule patches, assist L1 security work, and draft client reports. Kaseya's 2025 benchmark found 30% already use it to eliminate tedious tasks, with ticket triage the most common starting point.
Most MSPs start with AI features inside their existing PSA, RMM, and ticketing systems rather than standalone products. Common categories include AI ticket triage, alert correlation, scripting assistants, and AI-native all-in-one platforms like OpenFrame that run intelligence across the whole stack.
Start with a readiness assessment, not a tool purchase. Confirm your ticket history is clean and your RMM, PSA, and monitoring systems connect. Then pick one high-volume, low-risk workflow, usually ticket triage, and pilot it on internal tickets before any client sees it.
Automate high-volume, low-risk tasks first. Ticket triage and alert noise reduction top the list because they run constantly and a human still resolves the underlying issue. Save security approvals, billing changes, and client-facing actions for later, always with a human in the loop.
No. AI automates routine tickets, patching, and monitoring, but trust, accountability, and complex business judgment still need people. The future of managed services moves technicians from closing tickets to advising clients, which makes the human role more valuable, not obsolete.
AI decouples revenue from headcount. When automation handles routine work, labor costs grow slower than revenue, so margins expand as you scale. The 2026 Kaseya report found 53% of MSPs already automate ticketing, patching, and monitoring to protect margin.
AIOps, or AI for IT operations, applies machine learning to monitoring data to correlate alerts and predict failures before downtime hits. Industry figures put the impact at roughly a 30% reduction in downtime and up to 50% faster ticket resolution.
Agentic AI is software that takes multi-step actions toward a goal, not just answering a prompt. In an MSP, it can work a ticket from intake to resolution, classifying, prioritizing, and resolving level-one and level-two issues, escalating to a human only when needed.
No. AI absorbs queue triage and repetitive fixes, but novel failures, judgment calls like production failovers, and client communication stay human. Technicians shift from clearing alert queues to reviewing exceptions, project work, and higher-value client engineering.
Demand outpaces monetization. The 2026 Kaseya report found 48% of MSPs rank AI as the top client need, but only 13% earn meaningful revenue from it. Most use AI to cut internal cost to serve rather than selling a billable, outcome-based offering.

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