Under the Carvel Service Level Agreement, who is responsible for supervising the Company's employees while they are performing Support Services?

Based on the 2025 Carvel Franchise Disclosure Document, the Service Level Agreement does not explicitly state who is responsible for supervising Carvel's employees or contractors (Support Services Team) while they are performing support services. The agreement defines the Support Services Team as persons authorized by Carvel to provide support, who may be contractors or employees of Carvel or its affiliates.

The agreement does outline the responsibilities of the franchisee regarding support services. The franchisee is responsible for ensuring their Designated Personnel (those requesting support) are trained and competent in the POS system's operation. The franchisee must also implement temporary procedures to maintain business operations while Carvel provides support and is responsible for backing up their own data and files.

While the FDD does not specify who supervises Carvel's support team, it does emphasize Carvel's right to use subcontractors to provide support services without notice to the franchisee. This suggests that Carvel maintains control over its support personnel, but the exact supervisory structure is not detailed in the provided excerpts. A prospective franchisee should seek clarification from Carvel regarding the supervision and quality control measures for the Support Services Team.