What are Cinnabon franchisees required to do regarding procedures and processes for requesting and receiving Support Services?
Cinnabon Franchise · 2025 FDDAnswer from 2025 FDD Document
Franchisee agrees to follow the procedures and processes for requesting and receiving Support Services, as set forth in this Agreement, including Schedule A.
Prior to requesting Comprehensive Support Services, Franchisee and Designated Personnel shall use best efforts to resolve the issue using internal resources and the Knowledge Base. Further, Designated Personnel calling for support services should be trained in the general operation of the POS System.
Comprehensive Support includes access to the Customer Service Portal, which allows the Franchisee to research common issues and self-help solutions, request Support Services and track the status of such requests.
Source: Item 23 — Receipts (FDD pages 114–399)
What This Means (2025 FDD)
According to Cinnabon's 2025 Franchise Disclosure Document, franchisees must adhere to specific procedures and processes when requesting and receiving support services for their POS system. These procedures are detailed in the franchise agreement and Schedule A. Franchisees are expected to utilize internal resources and the Knowledge Base to resolve issues before requesting comprehensive support.
Designated personnel, who are trained in the general operation of the POS system, should be the ones calling for support services. These personnel can include cashiers, shift leads, general managers, area managers, directors, or internal IT staff. Cinnabon will not be responsible for verifying whether the franchisee has authorized these individuals to request support.
To access support, franchisees can use the Customer Service Portal to research common issues, find self-help solutions, request support services, and track the status of their requests. By following these guidelines, Cinnabon aims to ensure efficient and effective support for its franchisees' POS systems.