For Carvel franchises, what support services will the franchisee receive?
Carvel Franchise · 2025 FDDAnswer from 2025 FDD Document
described below and in Schedule A (collectively, the "Support Services"). The Support Services may only be used for the POS System at the Franchised Business. Franchisee agrees to follow the procedures and processes for requesting and receiving Support Services, as set forth in this Agreement, including Schedule A. In the event of any conflict between the terms and conditions of this Agreement and the terms and conditions of Schedule A, the terms and conditions of this Agreement shall control. The Support Services will be provided during the hours and days specified in Schedule A.
- a.
Comprehensive Support.
Franchisee shall receive Comprehensive Support (as more fully described in Schedule A), which shall be subject to the Comprehensive Support Fee (as defined in Schedule A).
- b.
Billable Support.
Franchisee may request, and Company may, in its sole discretion, provide Billable Support (as more fully described in Schedule A), which shall be subject to the Billable Support Fee.
POS System.
As a prerequisite for Company to provide the Support Services, the POS System must be in good operating condition and meet the Minimum Specifications (including, without limitation, the standard hardware and software requirements set forth therein).
The Support Services do not include support for hardware and software that is not part of the Minimum Specifications.
Company will provide Support Services in connection with specific versions of the software identified in the Minimum Specifications, and will not provide Support Services in connection with software that is no longer supported by the software licensor.
Franchisee is responsible for implementing temporary procedures or workarounds as necessary to ensure continuous operation of the Franchised Business while Company is providing Support Services.
Franchisee is responsible for backing up its files, data and programs and for reconstructing corrupted, lost or altered Franchisee files, data and programs.
Company reserves the right, at any time and from time to time during the Term, to make the final judgment, in its sole discretion, as to whether the POS System and Franchisee adequately meet the Minimum Specifications and other prerequisites for Support Services required under this Agreement.
Source: Item 23 — Receipts (FDD pages 100–353)
What This Means (2025 FDD)
According to the 2025 Carvel FDD, franchisees receive support services primarily related to the Point of Sale (POS) system used in their shops. Carvel franchisees are required to have a POS system that meets the franchisor's minimum specifications and must obtain support for this system from an approved supplier, which may include Carvel or its affiliates. The support services include help desk assistance and other related services as detailed in Schedule A of the agreement. These services are specifically for the POS system used at the franchised business.
Carvel offers two main types of support: Comprehensive Support and Billable Support. Comprehensive Support includes making franchisor-approved, enterprise-level database changes such as limited time offers, new menu items, and price changes. It also involves maintaining synchronization between the POS system and third-party service providers like those for online ordering, catering, mobile applications, loyalty programs, and delivery services. Additionally, it provides remote technical support for troubleshooting, resolving technical and configuration issues, correcting database or file corruption, restoring functionality, consultation, escalating issues to third-party vendors, coordinating field service visits, facilitating introductions to vendors, and consulting on the scope of work for services beyond the agreement. Comprehensive Support also includes access to a Customer Service Portal for researching issues and tracking support requests.
Billable Support is available at the franchisee's request, subject to the company's discretion, and incurs a separate fee. However, the support services require the POS system to be in good operating condition and meet the minimum specifications. The support does not cover hardware or software that isn't part of these minimum specifications or software no longer supported by its licensor. Franchisees are responsible for implementing temporary procedures to ensure continuous operation during support and for backing up their own data. Carvel retains the right to determine if the POS system meets the prerequisites for support services.
It is important to note that Comprehensive Support does not include training on the POS system or back office system, troubleshooting internet service, hardware maintenance or replacement, support of non-approved software, or assistance with operations or balancing tasks. Franchisees are expected to use internal resources and the Knowledge Base to resolve issues before requesting Comprehensive Support, and designated personnel calling for support should be trained in the general operation of the POS system.