How will PAR calculate downtime for Dq Treat franchisees when determining Service Level Credits?
Dq_Treat Franchise · 2025 FDDAnswer from 2025 FDD Document
PAR shall only use occurrences exceeding 60 seconds to calculate downtime.
All Availability Warranties set forth in this Section will be measured on a monthly basis over a twenty-four (24) hour period for each day of the applicable month in the aggregate for the SSS provided to Participating Location.
PAR will provide monthly reporting to Dairy Queen of PAR's performance with respect to the Availability Warranties listed herein.
Any Availability Warranty failures that result in Service Level Credits will be aggregated and cumulatively applied to the Participating Location(s) following month's SSS Service Fees.
PARTICIPATING LOCATION MUST NOTIFY PAR IF THE PARTICIPATING LOCATION IS UNABLE TO TRANSACT AN ORDER OR USE THE SSS BY CONTACTING THE PAR HELP DESK.
IF PAR HAS NO RECORD OF THE PARTICIPATING LOCATION CONTACTING THE PAR HELP DESK REGARDING SUCH OUTAGE WITHIN 60 DAYS OF THE END OF THE MONTH IN WHICH THE PARTICIPATING LOCATION EXPERIENCED THE OUTAGE, THEN PARTICIPATING LOCATION WILL BE DEEMED TO HAVE WAIVED ANY CREDITS THAT MAY HAVE BEEN AVAILABLE FOR SUCH OUTAGE.
NOTWITHSTANDING THE FOREGOING IF PAR BECOMES AWARE OF A SYSTEM WIDE OUTAGE, PAR AND/OR DAIRY QUEEN MAY NOTIFY PARTICIPATING LOCATIONS OF SUCH OUTAGE AND IN SUCH INSTANCE PARTICIPATING LOCATION WILL NOT BE REQUIRED TO NOTIFY PAR IN ORDER TO OBTAIN A CREDIT.
Source: Item 17 — The following paragraph is added to the end of Item 17 of the Disclosure Document: (FDD pages 70–378)
What This Means (2025 FDD)
According to Dq Treat's 2025 Franchise Disclosure Document, PAR will calculate downtime used to determine Service Level Credits by only considering occurrences exceeding 60 seconds. All Availability Warranties will be measured monthly, over a 24-hour period for each day of the month, in the aggregate for the SSS provided to the Participating Location.
PAR will provide monthly reports to Dairy Queen regarding PAR's performance related to the Availability Warranties. Any failures of the Availability Warranty that result in Service Level Credits will be combined and applied to the Participating Location's following month's SSS Service Fees.
It is important for Dq Treat franchisees to notify PAR's Help Desk if they cannot transact an order or use the SSS. If PAR does not have a record of the Participating Location contacting the PAR Help Desk about the outage within 60 days of the end of the month in which the outage occurred, the franchisee will be considered to have waived any credits that may have been available for the outage. However, if PAR becomes aware of a system-wide outage, PAR and/or Dairy Queen may notify the franchisees of the outage, and in such cases, the franchisee will not be required to notify PAR to obtain a credit.