Who is responsible for the maintenance, updates, and repair of the software for the City Wide Technology System?

According to City Wide's 2025 Franchise Disclosure Document, City Wide is responsible for the maintenance, updates, and repair of the software for the City Wide Technology System. City Wide will install and configure the software on the hardware components of the Technology System. The franchisee is responsible for maintaining an internet connection for each Technology System to facilitate updates, revisions, support, and access by City Wide, as well as for data exchange between City Wide and the franchisee. The franchisee is also responsible for ensuring a proper environment and utilities for the hardware components on which the software operates.

City Wide also provides IT Services to the Franchised Business, including answering questions about access to and operation of the Technology System via email or written/electronic documents. These IT Services include minor software upgrades and modifications. However, City Wide reserves the right to determine when major upgrades or modifications are necessary and may charge the franchisee a reasonable fee for these. If City Wide determines a major upgrade is needed, the franchisee must implement the software change as directed by City Wide.

This arrangement means that City Wide franchisees rely on the franchisor for critical software support and updates, but they also bear the responsibility for maintaining the hardware and internet connectivity required for the system to function correctly. Franchisees should budget for potential costs associated with major software upgrades and ensure they understand the implementation process for such upgrades. This is a fairly typical arrangement in franchising, where the franchisor maintains control over proprietary software to ensure consistency and quality across the brand.