Under what conditions does Auntie Annes offer Billable Support Services?
Auntie_Annes Franchise · 2024 FDDAnswer from 2024 FDD Document
rminals, payment processing terminals, routers, kitchen printers and kitchen display systems, digital menu boards, and firewalls.
Comprehensive Support includes access to the ServiceNow Customer Service Portal, which allows the Franchisee to research common issues and self-help solutions, request Support Services and track the status of such requests.
Prior to requesting Comprehensive Support Services,
Source: Item 22 — CONTRACTS (FDD page 106)
What This Means (2024 FDD)
According to Auntie Annes' 2024 Franchise Disclosure Document, Billable Support is available under specific conditions related to the scope and timing of the support needed. Auntie Annes may, at the franchisee's request and at the company's sole discretion, provide Billable Support.
Billable Support consists of services that fall outside the scope of the Comprehensive Support that Auntie Annes provides. It also includes support services requested and provided outside the hours of availability specified in Schedule A of the POS System Support Services Agreement.
If a franchisee requires assistance beyond what is included in the standard Comprehensive Support or needs support outside the regular hours, they can request Billable Support from Auntie Annes. The Billable Support Fee is an hourly rate, with a minimum charge of four hours, though the exact amount is not specified in this excerpt. This arrangement allows franchisees to receive additional help when needed, while also providing Auntie Annes with compensation for the extra resources and time required to deliver this support.