For a Cinnabon Express Bakery, what is the target resolution timeframe for a critical issue such as all terminals being down?
Cinnabon 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 process credit; or online ordering down | 4 hours (response within 15 minutes of request) |
Source: Item 23 — Receipts (FDD pages 114–399)
What This Means (2025 FDD)
According to Cinnabon's 2025 Franchise Disclosure Document, a critical issue for a Cinnabon Express Bakery, such as all terminals or scanners being down, inability to process credit cards, or online ordering being unavailable, has a target resolution timeframe of 4 hours. The Support Services Team aims to respond to the request within 15 minutes.
This quick response time is crucial for minimizing disruptions to the Cinnabon Express Bakery's operations and revenue. The severity level of the issue determines the resources committed and the time required to resolve the request. However, the document states that actual resolution times may vary depending on the volume and severity of requests received by the Support Services Team at any given time.
It's important to note that once a request is escalated to a vendor, the Support Services Team is awaiting a response, or the resolution is determined to be outside of the Support Services Team's control (including hardware replacement), the request will be considered "escalated" and will no longer impact the target resolution timeframes. While Cinnabon aims to resolve critical issues quickly, franchisees should be aware that external factors can affect the actual resolution time.