How does Carls provide access to help desk support services?
Carls Franchise · 2024 FDDAnswer from 2024 FDD Document
- 3. Support Services: Licensor shall provide access to help desk support services at designated dates and times set by Licensor and which shall be accessible by the Help Desk Access Number set forth below or to such other telephone number, email address or other means that may be designated by Licensor from time to time.
- 4. Help Desk Access Number: (866) 400-2253
Licensor agrees to provide the following support services (collectively, "Support Services") with respect to the Licensed Program and Content: (1) help desk services, which shall be available throughout the duration of this Agreement at the designated dates and times set by Licensor and which shall be accessible by email directed to staracademy@ckr.com or to such other email address that may be designated by Licensor from time to time or by other means designated by Licensor from time to time; and (2) initial training services, which shall be available during the first 30 days following execution of this Agreement by both parties and which shall consist of up to 4 hours of remote instruction (at Licensor' s option, via telephone, Internet or other means) on creating user accounts, reporting processes and general user navigation.
Franchisee may request Support Services by calling CKR's Help Desk at the access number set forth in Exhibit A, as modified from time to time
- 2.3 Required Equipment. Franchisee must install the following Next Generation Connectivity equipment and services in order to receive Support Services from CKR: 1) Cisco Meraki Firewall/Router with Advanced Security License; 2) Cisco Meraki Wireless Access Points, Cisco Meraki 48 port switch; 3) highly reliable internet with auto failover LTE backup; 4) Wi-Fi for guests (if Internet speeds are fast enough to support it) and back of house operations.
L1/L2 Help Desk Support $118 per Franchised Restaurant per Fiscal Period (i.e., CKR's 4-
week accounting period)
Hosting Fee $6.50 per Fiscal Period (4-week accounting period), plus a
CrunchTime hosting fee of $1.50 per Fiscal Period
CKR, in its sole discretion, may subcontract with third party vendor(s) to provide the Support Services directly to Franchisee.
Source: Item 23 — RECEIPTS (FDD pages 80–480)
What This Means (2024 FDD)
According to Carls's 2024 Franchise Disclosure Document, franchisees can access help desk support services by calling CKR's Help Desk at (866) 400-2253, or any other contact method that Carls may designate. Carls will provide help desk support services at specific dates and times. Franchisees gain access to these services throughout the duration of their agreement with Carls.
Carls also provides support via email to staracademy@ckr.com, or any other email address that Carls may designate. Initial training services are available during the first 30 days after the agreement is executed by both parties. This training consists of up to 4 hours of remote instruction on creating user accounts, reporting processes, and general user navigation.
To receive support services from Carls, franchisees must install specific Next Generation Connectivity equipment and services. This includes a Cisco Meraki Firewall/Router with Advanced Security License, Cisco Meraki Wireless Access Points, a Cisco Meraki 48 port switch, reliable internet with auto failover LTE backup, and Wi-Fi for guests and back-of-house operations. Franchisees must also contract with a Carls-approved managed service provider to monitor and maintain their network equipment, currently limited to AT&T and One Source Communications.
Franchisees are required to pay $118 per franchised restaurant per fiscal period (CKR's 4-week accounting period) for L1/L2 Help Desk Support. Additionally, there is a hosting fee of $6.50 per fiscal period (4-week accounting period), plus a CrunchTime hosting fee of $1.50 per fiscal period. Carls retains the discretion to subcontract with third-party vendors to provide support services directly to the franchisee.