What is the Even Hotels franchisee's obligation if the hardware device provided by HotelKey malfunctions?

According to the 2025 Even Hotels Franchise Disclosure Document, if the hardware device provided by HotelKey malfunctions, the franchisee (referred to as 'Hotel' in this context) is required to engage HotelKey's support services for resolution. This hardware device is installed at the Even Hotels location for operation purposes.

This obligation means that the franchisee cannot attempt to fix the device themselves or use a third-party service without first contacting HotelKey. By engaging HotelKey's support, the franchisee ensures that the issue is addressed by the appropriate experts who understand the system and can resolve the problem efficiently. This approach helps maintain the integrity and compatibility of the PMS Solution.

It is important for prospective Even Hotels franchisees to understand the support services and service levels provided by HotelKey, which are detailed in Attachment 1 of the agreement. Franchisees should review this attachment to understand the scope of support, response times, and any associated costs for resolving hardware malfunctions. Understanding these details will help franchisees manage expectations and budget for potential support needs.