For Ella Cafe, what are the minimum service standards based on?

• (b) Franchisee shall conform to all quality and customer service standards prescribed by the Franchisor in writing.

"System Standards" means, as of any given time, the then-current mandatory procedures, requirements, and/or standards of the System as determined by an Ella Coffee House franchise, which may include without limitation, any procedures, requirements and/or standards for appearance, business metrics, cleanliness, customer service, design (such as construction, decoration, layout, furniture, fixtures and signs), equipment, inventory, marketing and public relations, operating hours, presentation of Marks, product and service offerings, quality of products and services (including any guaranty and warranty programs), reporting, safety, technology (such as computers, computer peripheral equipment, smartphones, point-of-sale systems, back-office systems, information management systems, security systems, video monitors, other software, backup and archiving systems, communications systems (including email, audio, and video systems), payment acceptance systems, and internet access, as well as upgrades, supplements, and modifications thereto).

• 7.10 Evaluation and Compliance Programs. Franchisee shall participate at its own expense in programs required from time to time by Franchisor for obtaining customer evaluations, reviewing Franchisee's compliance with the System, and/or managing customer complaints, which may include (but are not limited to) a customer feedback system, customer survey programs, and

mystery shopping. Franchisor shall share with Franchisee the results of these programs, as they pertain to the Business. Franchisee must meet or exceed any minimum score requirements set by Franchisor for such programs.

• 7.9 Customer Complaints. Franchisee agrees to promptly address all complaints in accordance with the procedures contained in the Operations Manual or as otherwise provided by the Franchisor.

If Franchisee is unable or unwilling to resolve a customer complaint within fortyeight (48) hours, and it becomes necessary for Franchisor to reimburse a customer in settlement of his or her complaint about work performed at or by your Coffee House, Franchisee agrees to promptly reimburse Franchisor for amounts expended on account of any such complaint.

Franchisee obligations and liabilities under this Section shall survive any termination or expiration of this Agreement.

• 11.2 Inspections. Franchisor may enter the premises of the Business from time to time during normal business hours and conduct an inspection.

Franchisee shall cooperate with Franchisor' inspectors.

The inspection may include, but is not limited to, observing operations, conducting a physical inventory, evaluating physical conditions, monitoring sales activity, speaking with employees and customers, and removing samples of products, supplies and materials.

Such inspections may also include, without limitation, conducting any type of audit or review necessary to evaluate your compliance with all required payments, standards, specifications or procedures.

We may, from time to time, make suggestions and give mandatory instructions with respect to your operation of your ELLA Coffee House franchise as we consider necessary or appropriate to ensure compliance with the then-current quality standards of the System and to protect the goodwill and image of the System.

Franchisor may set a minimum score requirement for inspections, and Franchisee's failure to meet or exceed the minimum score will be a default under this Agreement.

• "Manual" means the compilation of information and knowledge that is necessary and material to the System.

11.1 Manual; Modification. The Manual, and any part of the Manual, may be in any form or media determined by Franchisor. Franchisor may supplement, revise, or modify the Manual, and Franchisor may change, add or delete System Standards at any time in its discretion. Franchisor may inform Franchisee thereof by any method that Franchisor deems appropriate (which need not qualify as "notice" under Section 16.3). In the event of any dispute as to the contents of the Manual, Franchisor' master copy will control.

Source: Item 22 — CONTRACTS (FDD page 50)