What are the conditions for Baymont Inn Suites to receive Maintenance and Support Services?
Baymont_Inn_Suites Franchise · 2025 FDDAnswer from 2025 FDD Document
SYNXIS PROPERTY MANAGEMENT SUPPORT:
First Level of Support
We will provide first-level support for the SaaS Solution, which shall include:
- SynXis Property Management System;
- Upon availability, the automated rate audit solution
- Any additional interfaces included in the SaaS Solution.
Additionally, we shall field initial inquiries related to the Elavon Non-SaaS Solution Services though support therefor shall be provided as set forth in the Elavon Agreement.
Second Level of Support
In the event first level support fails to resolve any maintenance or support issues (e.g. Defects and DCRs) for the SaaS Solution, we will provide second level support by submitting a case with the appropriate Third Party provider of the SaaS Solution, and provide follow-up.
REVIQ SUPPORT:
- Providing initialization services in conjunction with our third-partner partners and/or providers.
- Providing first-level support for the RevIQ Products and/or Services, which shall include:
- o Maintaining tracking system for all significant incidents; and
- o Maintaining staff proficient on current RevIQ Products and/or Services functionality
- In the event our first-level support fails to resolve an incident, we shall partner and/or coordinate with third-party providers, as may be necessary.
- Instructor-led, as well as self-paced, training provided by Wyndham University on the RevIQ Products and/or Services.
YOUR OBLIGATIONS:
You shall perform all user-required maintenance procedures specified by the vendor of the specific Hardware components, and obtain required maintenance only from an authorized service provider.
REVIQ PRODUCTS AND/OR SERVICES
ATTACHMENT 3.2
Source: Item 22 — CONTRACTS (FDD pages 96–97)
What This Means (2025 FDD)
According to Baymont Inn Suites' 2025 Franchise Disclosure Document, the conditions for receiving maintenance and support services are outlined within the context of specific systems and services provided by the franchisor. For the SynXis Property Management System, Baymont Inn Suites provides first-level support, including the SynXis Property Management System, the automated rate audit solution (upon availability), and any additional interfaces included in the SaaS Solution. If first-level support cannot resolve the issues, Baymont Inn Suites will provide second-level support by submitting a case with the appropriate third-party provider and providing follow-up.
For RevIQ support, Baymont Inn Suites offers initialization services, first-level support for RevIQ Products and/or Services (including maintaining a tracking system for significant incidents and maintaining staff proficient in current functionality), and coordination with third-party providers if first-level support is insufficient. Instructor-led and self-paced training is also provided through Wyndham University on the RevIQ Products and/or Services.
The franchisee's obligations include performing all user-required maintenance procedures specified by the vendor of specific hardware components and obtaining required maintenance only from an authorized service provider. For Oracle Products and/or Services, Baymont Inn Suites partners with product and/or service providers to diagnose and resolve hotel-facing network, interface, workstation configuration, environment problems, and host reservation services communication issues. They also maintain automated tracking support of all significant incidents and staff proficient in current software and functionality. These services are part of the overall support structure provided to Baymont Inn Suites franchisees to ensure smooth operations and issue resolution.