What hardware and software is excluded from Cinnabon's POS system Support Services?
Cinnabon Franchise · 2025 FDDAnswer from 2025 FDD Document
The Support Services do not include support for hardware and software that is not part of the Minimum Specifications.
Company will provide Support Services in connection with specific versions of the software identified in the Minimum Specifications, and will not provide Support Services in connection with software that is no longer supported by the software licensor.
Comprehensive Support does not include: Billable Support, training on use of the POS System or back office system; troubleshooting internet service; hardware maintenance or replacement; support of non-approved software, non-instructional games, audio and video, non-standard screensavers, or internet messaging; and/or assistance with operations or balancing (i.e., over/short, pullback, data entry, etc.).
Support Services provided to Franchisee under this Agreement do not include program development, coding, isolation of coding problems, implementation assistance, data recovery (regardless of the cause of data loss or hardware malfunctions), or any of the exclusions set forth on Schedule A.
Source: Item 23 — Receipts (FDD pages 114–399)
What This Means (2025 FDD)
According to the 2025 Cinnabon FDD, the Support Services provided for the POS system do not cover hardware and software that are not part of the Minimum Specifications. Cinnabon will only provide support for specific software versions identified in the Minimum Specifications and will not assist with software no longer supported by the licensor.
Schedule A of the POS System Support Services Agreement further clarifies exclusions from Comprehensive Support. This includes Billable Support, training on the POS system or back office system, troubleshooting internet service, and hardware maintenance or replacement. Additionally, support is not provided for non-approved software, non-instructional games, audio and video, non-standard screensavers, or internet messaging. Cinnabon also excludes assistance with operations or balancing tasks such as over/short situations, pullback management, and data entry.
Furthermore, the Support Services do not include program development, coding, isolation of coding problems, implementation assistance, or data recovery, regardless of the cause of data loss or hardware malfunctions. Franchisees are responsible for implementing temporary procedures to ensure continuous business operation while receiving Support Services and for backing up and reconstructing their files, data, and programs.