What are the prerequisites for Cinnabon to provide Support Services related to the POS system?
Cinnabon Franchise · 2025 FDDAnswer from 2025 FDD Document
As a prerequisite for Company to provide the Support Services, such person(s) should be trained and competent in the general operation of the POS System and may include, for example, a cashier, shift lead, general manager, area manager, director or internal information technology ("IT") staff. Company shall not be responsible for determining whether Franchisee has authorized Designated Personnel to request Support Services.
As a prerequisite for Company to provide the Support Services, the POS System must be in good operating condition and meet the Minimum Specifications (including, without limitation, the standard hardware and software requirements set forth therein).
Company reserves the right, at any time and from time to time during the Term, to make the final judgment, in its sole discretion, as to whether the POS System and Franchisee adequately meet the Minimum Specifications and other prerequisites for Support Services required under this Agreement.
Franchisee is responsible for implementing temporary procedures or workarounds as necessary to ensure continuous operation of the Franchised Business while Company is providing Support Services.
Franchisee is responsible for backing up its files, data and programs and for reconstructing corrupted, lost or altered Franchisee files, data and programs.
Source: Item 23 — Receipts (FDD pages 114–399)
What This Means (2025 FDD)
According to Cinnabon's 2025 Franchise Disclosure Document, there are several prerequisites that must be met before Cinnabon provides support services for the point-of-sale (POS) system. First, the POS system must be in good operating condition and meet Cinnabon's minimum specifications, including standard hardware and software requirements. The support services provided do not cover hardware or software that falls outside these minimum specifications. Cinnabon will only offer support for specific software versions identified in the minimum specifications and will not assist with outdated software no longer supported by the licensor.
Another prerequisite involves the franchisee's personnel. The Designated Personnel requesting and receiving support services must be trained and competent in the general operation of the POS system. These personnel can include cashiers, shift leads, general managers, area managers, directors, or internal IT staff. It is the franchisee's responsibility to ensure their designated personnel are authorized to request support services, as Cinnabon will not verify this authorization.
Cinnabon also retains the right to determine whether the POS system and the franchisee adequately meet the minimum specifications and other prerequisites for support services. Franchisees are responsible for implementing temporary procedures or workarounds to maintain continuous operation while receiving support. Additionally, franchisees must back up their files, data, and programs and be prepared to reconstruct any corrupted, lost, or altered data.