What services are specifically excluded from Carvel's Comprehensive Support, and therefore not covered by the Comprehensive Support Fee?

According to Carvel's 2025 Franchise Disclosure Document, Comprehensive Support does not cover certain services. These exclusions mean that Carvel franchisees will need to handle these issues independently or pay extra for assistance.

Specifically, the Comprehensive Support Fee does not include Billable Support, which covers services outside the scope of Comprehensive Support and those requested outside the specified Hours of Availability. It also excludes training on the use of the POS System or back office system. Franchisees are responsible for troubleshooting their internet service, handling hardware maintenance or replacement, and supporting non-approved software, non-instructional games, audio and video, nonstandard screensavers, or internet messaging.

Additionally, Comprehensive Support does not include assistance with operations or balancing tasks such as over/short issues, pullback management, or data entry. These exclusions highlight the importance of franchisees having well-trained staff and robust internal procedures to manage these aspects of their business.

Prospective Carvel franchisees should carefully consider these exclusions and factor in the potential costs of addressing these issues, either through internal resources or by paying for Billable Support. Understanding these limitations is crucial for budgeting and operational planning.