Under what conditions does Carvel offer Billable Support services to franchisees?
Carvel Franchise · 2025 FDDAnswer from 2025 FDD Document
ltation regarding the scope 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 is available under specific conditions related to the scope and timing of the support needed. Carvel may, at its discretion, provide Billable Support to franchisees when the required services fall outside the scope of the Comprehensive Support that is included in the franchise agreement. Additionally, Billable Support can be requested and provided outside of the standard Hours of Availability that are defined in Schedule A of the agreement.
In practical terms, this means that if a Carvel franchisee needs assistance with issues not covered by the standard support package, such as specialized technical work or help with non-approved software, they may need to pay an additional fee for Billable Support. Similarly, if a franchisee requires support outside of normal business hours, this would also fall under Billable Support. The exact cost for Billable Support is not specified in this section, but it is charged per hour with a minimum of four hours required.
It's important for prospective Carvel franchisees to understand the distinction between Comprehensive Support and Billable Support to budget accordingly. Franchisees should also familiarize themselves with Schedule A of the Franchise Agreement, which details the scope of Comprehensive Support and the Hours of Availability. This will help them determine when they might incur additional costs for Billable Support. Carvel franchisees should also note that the company retains the sole discretion to decide whether to provide Billable Support upon request.