Under the Auntie Annes franchise agreement, what is the definition of the 'Support Services Team'?

According to Auntie Annes' 2024 Franchise Disclosure Document, the Support Services Team is defined as the individuals authorized by the company to provide support services under the POS System Support Services Agreement. These individuals may be contractors or employees of Auntie Annes or its affiliates.

This definition is important for prospective franchisees as it clarifies who will be providing the help desk services for the POS system. Knowing that the support can come from either employees or contractors of Auntie Annes gives the franchisee an understanding of the potential range of expertise and experience within the support team.

The agreement also mentions that the company is not responsible for determining whether the franchisee has authorized designated personnel to request support services. This places the onus on the franchisee to ensure that only trained and competent individuals, such as cashiers, shift leads, general managers, area managers, directors, or internal IT staff, are requesting support. This ensures that the Support Services Team is dealing with informed requests, streamlining the support process and minimizing potential issues arising from untrained personnel seeking assistance.

Overall, this definition provides clarity on the structure and responsibility related to the support services for the POS system, an important aspect of the Auntie Annes franchise operations.