What is included in the Marble Slab Creamery Services provided through the Help Desk?
Marble_Slab_Creamery Franchise · 2025 FDDAnswer from 2025 FDD Document
- (a) The Services shall include Customer access to the help desk (the "Help Desk") during the hours of operation specified in the Manuals. Help Desk support will include assisting with problems pertaining to:
- (i) The Equipment;
- (ii) The Supported Software Manuals;
- (iii) The virtual local area network (VLAN), with the exception of the Customer's ISP; and
- (iv) Next day reporting via the current MSF standard reporting solution.
- (b) MSF may provide second level support through other MSF resources, including, but not limited to, its Information Technology, Accounting and Training departments. MSF may access Customer's PC, network hardware, POS system, or any other above store systems or databases as needed in order to provide support, perform upgrades and system maintenance, ensure the security of the network, ensure compliance with laws and industry regulations and MSF's requirements, and perform other tasks required for support of the Brand Technology System. This may be done without the prior notification of the Customer.
- (c) MSF (through the Help Desk) shall prioritize all Customer calls, as it deems appropriate from time to time. Initially, calls will be prioritized based upon the following criteria:
- (i) Priority 1 = system down due to hardware failure or software corruption. The virtual local area network (VLAN) is down and credit card processing is completely unavailable.
Source: Item 23 — RECEIPT (FDD pages 101–346)
What This Means (2025 FDD)
According to the 2025 Marble Slab Creamery Franchise Disclosure Document, the Help Desk provides support during the hours of operation specified in the manuals. This support includes assistance with issues related to the equipment, supported software manuals, the virtual local area network (VLAN), excluding the franchisee's ISP, and next-day reporting via the current MSF standard reporting solution.
Marble Slab Creamery may also offer second-level support through its Information Technology, Accounting, and Training departments. To provide support, perform upgrades, maintain the system, ensure network security, and ensure compliance with laws, industry regulations, and Marble Slab Creamery's requirements, Marble Slab Creamery may access the franchisee's PC, network hardware, POS system, or any other above-store systems or databases as needed, potentially without prior notification.
Marble Slab Creamery, through the Help Desk, will prioritize customer calls as it deems appropriate. Initially, calls are prioritized based on criteria such as a system being down due to hardware failure or software corruption, or the VLAN being down and credit card processing being completely unavailable. This prioritization ensures that critical issues receive immediate attention to minimize disruption to the Marble Slab Creamery franchisee's operations.