What is the target resolution timeframe Cinnabon provides for 'Critical' technology issues, such as all terminals being down, and how quickly will Cinnabon respond to the initial request?
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, the target resolution timeframe for critical technology issues, such as all terminals or scanners being down, the inability to process credit, or online ordering being down, is 4 hours. This means Cinnabon aims to provide a fix or workaround within this timeframe.
For critical issues, Cinnabon commits to responding to the initial request within 15 minutes. This quick response time indicates the urgency Cinnabon places on resolving issues that severely impact a franchisee's ability to operate.
Cinnabon also outlines different methods of contact for support. For high severity and critical issues, the franchisee can call 844-577-7423 during normal business hours (8:00 AM EST – 9:00 PM EST, 7 days per week, excluding Thanksgiving Day and Christmas Day) and expect the calls to be answered live. For low to medium severity issues, a franchisee can use the Customer Service Portal or submit an email to support (poshelp@cinnabon.com) 24 hours a day, 7 days a week and expect a response within 8 hours.