What problems does the Marble Slab Creamery Help Desk assist with?

9. HELP DESK SUPPORT.

• (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.
• 1. MSF OBLIGATIONS.Subject to the terms of this Agreement, MSF shall provide the following Services:
  • (a) MSF may make any warranty or maintenance claims that Customer may have with the appropriate manufacturer of the Equipment and coordinate with such manufacturer the warranty or maintenance service that is required and permissible under the appropriate Equipment warranty or maintenance agreement. MSF shall only provide these Services for Equipment that Customer has executed a warranty or maintenance agreement with the manufacturer of such Equipment.
  • (b) MSF may make any maintenance or support claims that Customer may have with the appropriate vendor of the Supported Software and coordinate with such vendor the maintenance or support service that is required and permissible under the appropriate Supported Software maintenance or support agreement. MSF shall only provide these Services for Supported Software that Customer has executed a maintenance or support agreement with the vendor of such Supported Software.
  • (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.
  • (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.
• (h) MSF will provide POS system programming updates per the schedule set forth in the Manuals.
• (i) MSF will provide network monitoring and problem resolution for connectivity to Customer's systems, such as e-mail or polling, and access to any of the approved Internet sites as listed in the Manuals as well as connectivity problems to the Franchisor's approved credit processing provider as listed in the Manuals.
• (j) In the event Customer is dissatisfied with the Services, the following escalation path should be taken:
  • (i) Help Desk Supervisor
  • (ii) Director of Information Technology
  • (iii) Senior most office directly responsible for Franchise operations
• (k) MSF Depot Equipment Obligations. Subject to the terms of this Agreement, MSF shall provide the following add

Source: Item 23 — RECEIPT (FDD pages 101–346)