Under what conditions does Auntie Annes provide 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's 2024 Franchise Disclosure Document, Billable Support consists of support services that fall outside the scope of Comprehensive Support. Additionally, Billable Support is provided when the support services are requested and delivered outside of the specified Hours of Availability outlined in Schedule A of the POS System Support Services Agreement.
Upon a franchisee's request, Auntie Annes has the discretion to provide Billable Support Services. The FDD indicates that a Billable Support Fee will be charged, though the exact amount per hour is not specified in the excerpt. It does state that there is a 4-hour minimum required for billable support.
This means that if an Auntie Annes franchisee needs assistance with their POS system beyond what is covered in their standard support agreement, or if they require support outside of normal business hours, they may incur additional hourly charges. It is important for prospective franchisees to understand the scope of 'Comprehensive Support' and the 'Hours of Availability' to anticipate when they might need to utilize Billable Support and budget accordingly. Franchisees should also confirm the current Billable Support Fee, as the FDD excerpt does not include a specific dollar amount.