What constitutes a Priority 2 system functionality issue for Marble Slab Creamery franchisees?
Marble_Slab_Creamery Franchise · 2025 FDDAnswer from 2025 FDD Document
[Item 23: RECEIPT]
- (ii) Priority 2 = system functionality issues. The Customer cannot perform daily tasks on the Brand Technology System such as scheduling or inventory, administrative functions such as Customer cannot retrieve e-mail or does not have access to a form.
- (iii) Priority 3 = training issues. Customer is asking "how to" questions or ask for investigation of possible issues with recipes or food cost issues.
- (d) MSF shall use a call tracking application to track all Brand Technology System Equipment and Supported Software issues, documenting each incident.
- (e) MSF shall provide, upon Customer's request, but not more frequently than once per month, Customer's history of Brand Technology System Equipment and Supported Software issues.
- (f) MSF shall conduct periodic customer satisfaction surveys.
- (g) To the extent that MSF has been notified in advance from the thirdparty suppliers, MSF shall provide notification, via e-mail or alternate methods if necessary, of planned and unplanned outages that may or will affect service or availability of systems.
Source: Item 23 — RECEIPT (FDD pages 101–346)
What This Means (2025 FDD)
According to the 2025 Marble Slab Creamery Franchise Disclosure Document, a Priority 2 system functionality issue involves instances where a customer is unable to perform daily tasks on the Brand Technology System. These tasks include scheduling or inventory management. Priority 2 issues also encompass administrative functions, such as when a customer cannot retrieve e-mail or lacks access to a form.
For a Marble Slab Creamery franchisee, this means that if the technology system experiences problems that prevent basic operational activities, it is classified as a Priority 2 issue. The franchisor, MSF, uses a call tracking application to document all Brand Technology System Equipment and Supported Software issues, including Priority 2 incidents.
Marble Slab Creamery franchisees can request their history of Brand Technology System Equipment and Supported Software issues from MSF, but not more than once per month. MSF also provides notification of planned and unplanned outages that may affect service or system availability, to the extent that MSF has been notified in advance from the third-party suppliers.