For what equipment will MSF make warranty or maintenance claims for Marble Slab Creamery franchisees?
Marble_Slab_Creamery Franchise · 2025 FDDAnswer from 2025 FDD Document
electrical surges or outages), accidents, neglect, misuse, spillage, fault or negligence of Customer, faulty electric power or air-conditioning, or any other causes; (ii) to service or repair accessories, apparatuses, attachments, or any other devices that MSF does not support; (iii) to make changes, modifications or alterations to Equipment; (iv) to rebuild or overhaul Equipment; (v) to replace expendable parts on the Equipment, including but not limited to printer consumable supplies, cables, or removable media; (vi) for any software listed in the Manuals or otherwise in writing (the "Supported Software") when necessitated by catastrophe, accidents, neglect, misuse, fault or negligence of Customer, faulty electric power or air-conditioning, or any other causes other than ordinary use; (vii) to correct any problems in the functionality of the Software that are caused when the Software is used in conjunction with software that is not software approved by MSF or Franchisor or used on a system other than the Brand Technology System on which the Software was originally installed; or (viii) to support any software or hardware not listed in the Manuals.
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- LIMITATIONS OF SERVICE. The Help Desk is accessible via email, text and telephone during the business hours listed in the Manuals. Any requests for service after these hours of operation will be addressed the following business day.
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- WARRANTY CLAIMS ON EQUIPMENT AND SUPPORTED SOFTWARE. With respect to the Equipment and Supported Software, MSF may act as an agent to facilitate warranty or maintenance claims on behalf of Customer. MSF shall not provide Services to Customer for any Equipment or Software for which Customer has not obtained from the appropriate manufacturer or vendor a warranty or maintenance agreement. MSF cannot guarantee resolution for any Equipment or Software issue more quickly than the response and repair time of the manufacturer or vendor providing warranty or maintenance services for such Equipment or Software. It is the Customer's sole responsibility to maintain warranty or maintenance coverage on all Equipment that are required for a complete functioning Brand Technology System, including but not limited to the PC, printers, POS system, networking equipment, communications equipment or server and internet connectivity.
Source: Item 23 — RECEIPT (FDD pages 101–346)
What This Means (2025 FDD)
According to the 2025 Marble Slab Creamery FDD, Marble Slab Franchising, LLC (MSF) may act as an agent to facilitate warranty or maintenance claims on behalf of the franchisee for the Equipment and Supported Software. However, MSF will not provide services for any equipment or software for which the franchisee has not obtained a warranty or maintenance agreement from the manufacturer or vendor. MSF does not guarantee resolution times that are faster than the manufacturer or vendor providing warranty or maintenance services.
The franchisee is responsible for maintaining warranty or maintenance coverage on all equipment required for a fully functioning Brand Technology System. This includes, but is not limited to, the PC, printers, POS system, networking equipment, communications equipment, server, and internet connectivity. If the franchisee requires additional services from MSF to restore full functionality to a system not covered by a required warranty or maintenance, the franchisee will pay MSF's current hourly rate, including labor, travel time, expenses, shipping, and material costs.
MSF may, in its reasonable discretion, replace any part of a PC or the entire Brand Technology System that is the subject of a valid warranty claim with the manufacturer. MSF does not provide any warranty whatsoever with respect to the Equipment and Software. The franchisee must obtain warranties on the Equipment and Software from the appropriate manufacturer or vendor. MSF also disclaims all warranties with respect to the services they render, the data and information inputted into the Brand Technology System, the Brand Technology System, the equipment, or the software.