What responsibilities does a Dq Treat Participating Location have regarding communication with the Help Desk?
Dq_Treat Franchise · 2025 FDDAnswer from 2025 FDD Document
ensive income | $ 96,934 | $ 93,865 | $ 88,019 | "Contract Hour" is that or those hours falling within the applicable PPM, as defined above.
Additional time shall be permitted for response to P1 calls based upon the Customer's location's geographical distance from a PAR field service location, as follows:
| Distance From PAR Field Service Location | P1 Added (Hours) |
|---|---|
| >0 | 0 |
| < | |
| 75 | |
| miles | |
| >75 | 0.5 |
| < | |
| 100 | |
| miles | |
| >100 | 1 |
| < | |
| 125 | |
| miles | |
| >125 | 1.5 |
| < | |
| 150 | |
| miles | |
| >150 | 2.0 |
| < | |
| 175 | |
| miles | |
| >175 Miles | Out of Scope |
(c) Participating Location Responsibilities. Participating Location agrees to:
- i. Designate a knowledgeable resource to accurately communicate and collaborate with the PAR Help Desk employee.
- ii. Be prepared to provide all information needed including error codes, process or procedures leading up to the error and any other information that may be relevant and might help to expedite the resolution. If the knowledgeable resource designated by Participating Location refuses to troubleshoot over the telephone prior to RMS Service dispatch, the Call Priority will be designated a P2 priority and Participating Location will be invoiced for the field service visit at then applicable time and material rates if the field service technician determines, upon arrival, that the problem could have been remedied through Help Desk Support Services.
- iii. Perform regularly scheduled system and database backups and ensure that they are available when required.
- iv. Provide PAR field service technicians with unencumbered and immediate access to RMS Equipment upon their arrival at the site.
- v. Provide PAR's field service technician with operating supplies, consumables, and such other items as the Participating Location would use during normal operation.
- vi. Provide working space, heat, light, ventilation, phone access, electrical power and outlets for use by PAR's field service technician.
- vii. Remain current on all payments due to PAR under this Participation Agreement.
- viii. Provide PAR with at least thirty (30) days prior written notice of any relocation of the RMS Equipment covered under RMS Service to a location other than the Participating Location.
7. General Terms.
- (a) New or Equivalent. The Equipment, replacement Equipment provided through Advance Exchange Services, and any parts PAR furnishes may not be newly manufactured and may contain used components;
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, Participating Locations have several responsibilities regarding communication with the PAR Help Desk. These responsibilities are designed to ensure efficient and effective support. Dq Treat requires franchisees to designate a knowledgeable resource to accurately communicate and collaborate with the Help Desk. This designated person should be well-versed in the store's systems and procedures to facilitate clear communication.
Additionally, Dq Treat requires franchisees to be prepared to provide all necessary information to the Help Desk, including error codes, the processes leading up to the error, and any other relevant details that could help expedite resolution. If the designated knowledgeable resource refuses to troubleshoot over the phone before requesting an RMS service dispatch, the call priority will be designated as P2, and the franchisee will be invoiced for the field service visit at the applicable time and material rates if the technician determines the problem could have been resolved through Help Desk Support Services.
Furthermore, Dq Treat franchisees must notify PAR if they are unable to transact an order or use PARPay Services by contacting the PAR Help Desk. Failure to notify PAR of such an outage within 60 days of the end of the month in which the outage occurred will result in the franchisee waiving any credits that may have been available for the outage. However, if PAR becomes aware of a system-wide outage, PAR or Dairy Queen may notify franchisees, and in such cases, the franchisee will not be required to notify PAR to obtain a credit.