For Carvel franchisees, what is the target resolution timeframe for a 'Medium Severity' technology issue?
Carvel Franchise · 2025 FDDAnswer from 2025 FDD Document
| Severity Level | Example of Issue or Request | Target Resolution Timeframe |
|---|---|---|
| Critical | All terminals or scanners down; unable to | 4 hours (response within 15 |
| process credit; or online ordering down | minutes of request) | |
| High Severity | One terminal or scanner down; credit | 1-2 business days |
| spooling offline; firewall issue; or VoIP | ||
| phones (for supported stores) | ||
| Medium Severity | Front Counter POS peripherals down; third | 2-3 business days |
| party printer down; sales or labor reports | ||
| unavailable; or end-of-day issues | ||
| Low Severity | Additional | 3-5 business days |
| hardware | ||
| request; | ||
| menu | ||
| maintenance; | ||
| or | ||
| general | ||
| technology | ||
| inquiries |
Source: Item 23 — Receipts (FDD pages 100–353)
What This Means (2025 FDD)
According to Carvel's 2025 Franchise Disclosure Document, the target resolution timeframe for a 'Medium Severity' technology issue is 2-3 business days. Examples of medium severity issues include when front counter POS peripherals are down, a third-party printer is down, sales or labor reports are unavailable, or there are end-of-day issues.
It's important to note that Carvel's Support Services Team will use these timeframes as guidelines, but they do not guarantee a resolution within that specific window. The actual resolution time can vary based on the volume and severity of requests the team is handling at any given time.
Furthermore, once a request is escalated to a vendor, if the Support Services Team is awaiting a response, or if the resolution is outside of their control (such as hardware replacement), the request is considered 'escalated.' In such cases, the target resolution timeframes no longer apply. This means franchisees should be aware that certain technology issues may take longer to resolve depending on the nature of the problem and the involvement of external vendors or factors beyond Carvel's direct control.