What support does PAR provide to Dq Treat franchisees through the toll-free help desk?
Dq_Treat Franchise · 2025 FDDAnswer from 2025 FDD Document
er after PAR has determined that the issue is not related to the PAR Solution.
- c. "Issue" shall mean an Urgent (PI), Medium (P2) or Low (P3) as defined in the chart below in Section 3 and excludes training on the PAR Solution that exceeds more than 15 minutes.
- d. "Resolution Times" shall mean the amount of time from which an Issue is reported by Dairy Queen or a Participating Location to PAR and PAR provides a fix, workaround, escalation to development or a referral of the Issue.
- e. "Response Times" shall mean the time by which the PAR Help Desk responds to an incoming Help Desk Support Case from a Participating Location for Help Desk Support Services.
- f. "Help Desk Support Case" shall mean a case from a Participating Location that relates to assistance with the use of, or an interruption in the operability of the Equipment, Licensed Software, PARPay Services or Subscription Software Services.
2. HELP DESK SUPPORT SERVICES
- a. PAR will provide a toll-free number and trained technical staff, available 24 hours a day, 7 days a week, 365 days a year to respond to Participating Location's requests for support.
- b. PAR will provide hardware diagnostic and operational/procedural support to assist Participating Locations with questions and in identifying and resolving problems with the Equipment, Licensed Software, PARPay Services Subscription Software Services
- c. Help Desk Support covers the following types of requests:
- o Resolution or explanation of Licensed Software or Subscription Software Services generated error messages.
- o Assistance with user or operational problems that occur during system operations.
- o Guidance with procedural and system functionality or capability questions.
- Research, identification and escalation of defects in the Equipment, Licensed Software, PARPay Services and the Subscription Software Services.
- Assistance with the identification of programming issues or changes necessary to correct functionality or reporting issues.
- o Recommendations for proper system maintenance.
- o Root cause analysis of crashes and/or problems of the Equipment, Licensed Software, PARPay Services and Subscription Software Services.
- o Resolution of supported printer or other peripheral problems directly related to Equipment, Licensed Software, PARPay Services or the Subscription Software Services.
- Referral to third parties after the Equipment, Licensed Software, PARPay Services and the Subscription Software Services is ruled out as the possible cause of the problem.
- o General information concerning system requirements to the Licensed Software and capability.
- d. PAR will attempt to resolve all Help Desk Cases utilizing the appropriate resource for any given Issue.
3. HELP DESK SUPPORT SERVICES SERVICE LEVELS
Help Desk Support Cases will be held open and PAR will continue the Communication Cadence with the Participating Location until final resolution is confirmed by the Participating Location regardless of whether PAR has made an External Case Referral.
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 provides help desk support services to franchisees through a toll-free number. This service is available 24 hours a day, 7 days a week, 365 days a year, offering trained technical staff to respond to support requests.
PAR's help desk offers hardware diagnostic and operational/procedural support to assist franchisees with questions and to identify and resolve problems related to the Equipment, Licensed Software, and PARPay Services Subscription Software Services. The support covers resolution or explanation of error messages, assistance with user or operational problems, guidance with system functionality, research and escalation of defects, assistance with identifying programming issues, recommendations for system maintenance, root cause analysis of crashes, resolution of printer problems, and general information concerning system requirements.
PAR will attempt to resolve all help desk cases, and will maintain communication with the Dq Treat location until a final resolution is confirmed, even if an external referral is made. If PAR attempts to confirm resolution more than three times without a response from the location, the case will be closed.
However, the help desk support excludes in-depth training requiring more than 15 minutes, assistance with new hardware or peripherals installation, resolution of third-party application problems, and issues related to non-certified technologies connected to the PAR solution. Dq Treat franchisees are expected to designate a knowledgeable resource to communicate with the help desk, perform system backups, maintain a working phone line, manage firewall and virus protection, maintain access to required software, assist with problem resolution, and provide necessary information to expedite the resolution process.