What constitutes Billable Support Services from Carvel, as opposed to Comprehensive Support?
Carvel Franchise · 2025 FDDAnswer from 2025 FDD Document
pe of work of third-party vendors for services beyond the scope of this Agreement. Such Support Services are provided in connection with the Franchised Business' back office system and POS System consisting of Franchisor-required and Franchisor-approved hardware and software including, for example, fileservers, manager workstations, POS terminals, payment processing terminals, ro
Source: Item 23 — Receipts (FDD pages 100–353)
What This Means (2025 FDD)
According to Carvel's 2025 Franchise Disclosure Document, Billable Support Services are those that fall outside the scope of Comprehensive Support or are requested and provided outside the specified Hours of Availability. Carvel may, at its discretion, provide these Billable Support Services upon a franchisee's request.
Comprehensive Support covers a range of services related to the POS system and back-office operations. This includes making franchisor-approved database changes, maintaining synchronization with third-party service providers, and providing remote technical support. Remote support includes troubleshooting, resolving technical and configuration issues, correcting database problems, restoring functionality, and coordinating with third-party vendors. Comprehensive Support also provides access to a Customer Service Portal for franchisees to research issues and request support.
However, Comprehensive Support does not include Billable Support, training on the POS system, troubleshooting internet service, hardware maintenance, or support for non-approved software. Franchisees are expected to use internal resources and the Knowledge Base to resolve issues before requesting Comprehensive Support. Designated personnel should also be trained in the general operation of the POS system.
Billable Support incurs a fee per hour, with a minimum of 4 hours charged per instance. Carvel retains the right to modify Schedule A, which outlines the Support Services and associated fees, with changes to fees limited to a maximum annual increase of 50% or the actual increase in Carvel's costs to provide the services. Franchisees will receive at least 90 days' notice of any amendments to Schedule A.