How does MSF prioritize Marble Slab Creamery Customer calls to the Help Desk?
Marble_Slab_Creamery Franchise · 2025 FDDAnswer from 2025 FDD Document
- (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.
- (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.
Source: Item 23 — RECEIPT (FDD pages 101–346)
What This Means (2025 FDD)
According to Marble Slab Creamery's 2025 Franchise Disclosure Document, MSF (Marble Slab Franchising) prioritizes customer calls to the Help Desk based on the severity of the issue. MSF has the discretion to adjust the prioritization criteria as needed. Initially, calls are categorized into three priority levels to address different types of issues effectively.
Priority 1 calls involve critical system failures, such as a complete system shutdown due to hardware failure or software corruption. This also includes situations where the virtual local area network (VLAN) is down, making credit card processing entirely unavailable. These issues receive the highest priority because they directly impact the store's ability to operate and generate revenue.
Priority 2 calls are for system functionality issues where the customer cannot perform daily tasks on the Brand Technology System, such as scheduling or inventory management. This category also includes administrative functions like being unable to retrieve e-mails or access necessary forms. Priority 3 calls are related to training issues, such as "how to" questions or investigations into potential problems with recipes or food cost issues. This prioritization ensures that critical operational and financial issues are addressed before training-related inquiries.
Marble Slab Creamery utilizes a call tracking application to document each incident related to the Brand Technology System Equipment and Supported Software. Franchisees can request their history of Brand Technology System Equipment and Supported Software issues, but not more than once per month. This structured approach to help desk support ensures that Marble Slab Creamery franchisees receive assistance based on the urgency and impact of their technical issues.