What standards must a Marble Slab Creamery Customer adhere to regarding the Brand Technology System?
Marble_Slab_Creamery Franchise · 2025 FDDAnswer from 2025 FDD Document
system to approved standards will be billed to Customer at an hourly rate not to exceed MSF's then current rate. Customer shall pay for such removal and restoration within five (5) days of MSF's provision of such services.
(xi) Customer shall not grant to anyone other than the Help Desk personnel or MSF's information technology staff any administrative privileges for the Brand Technology System without advance approval from a MSF information technology leadership team member.
(xii) Customer shall maintain at least one general manager or restaurant manager per restaurant that has attended the approved Brand Technology System training provided by MSF.
(xiii) Notwithstanding (xii) of this Section, Customer shall maintain at least one person, the key operator, supervisor or other employee with supervisory authority over Customer's restaurant(s), who has been approved by MSF and is properly trained on the Brand Technology System. This person shall provide support to Customer's restaurants for all Customer-specific Brand Technology System support needs. This person must receive calls from Customer-owned restaurants and/or MSF if the person's support or involvement is needed. In the event a Customer-owned restaurant is unable or unwilling to resolve a problem concerning the Brand Technology System that is within its control, the person hereunder will be contacted and requested to work with the restaurant directly until the problem has been resolved.
(xiv) Customer shall ensure that its personnel receive ongoing training in the use and operation of the Brand Technology System. If Customer contacts the Help Desk for support of functions that are included in the Brand Technology System training program or Online Help that could have been resolved by Customer personnel properly trained and certified, then MSF may invoice Customer for such support at its then current hourly rates. Customer shall pay all fees for such support within five (5) days of MSF's provision of such services.
(xv) Customer agrees to update or upgrade, as necessary, to maintain compliance with all MSF technology changes, enhancements and additions, pertaining to the Brand Technology System as updated in the Manuals or otherwise. Hardware or software upgrades or employee training may be required, at Customer's expense, in the event of a change to major technology standards, as determined by MSF, or in the event that Customer's hardware or software is beyond the supported end of life as defined by the manufacturer.
(xvi) Customer shall adhere to MSF POS system programming schedules as identified in the Manuals.
(xvii) Customer shall cause a properly certified employee to input and maintain on the Brand Technology System all vendor related information.
(xviii) Customer must have a land-line telephone that reaches to the Brand Technology System equipment.
(xix) Customer shall cause reasonable restaurant level cooperation with the Help Desk staff in problem solving via the telephone and/or electronic communications such as email or online chat.
(xx) Upon MSF approval, Customer shall ship to MSF broken Equipment for repair within five (5) days of receiving replacement Equipment. Customer agrees to fax or email the Help Desk a copy of the air bill at the time of shipment to facilitate tracking.
(xxi) Customer shall maintain proof of ownership for software licenses.
Source: Item 23 — RECEIPT (FDD pages 101–346)
What This Means (2025 FDD)
According to Marble Slab Creamery's 2025 Franchise Disclosure Document, franchisees (referred to as "Customers" in this context) must adhere to several standards regarding the Brand Technology System. These standards cover various aspects of system use, maintenance, and security.
Specifically, Marble Slab Creamery franchisees must ensure their personnel receive ongoing training in the operation of the Brand Technology System. If the franchisee's staff requires help desk support for functions included in the training program, Marble Slab Creamery may invoice the franchisee for this support at its current hourly rates, payable within five days. Franchisees are also responsible for updating or upgrading their systems to comply with Marble Slab Creamery's technology changes, which may include hardware or software upgrades and additional employee training, all at the franchisee's expense.
Additional requirements include adhering to Marble Slab Creamery's POS system programming schedules, ensuring a certified employee inputs and maintains vendor information on the system, maintaining a land-line telephone connection to the Brand Technology System equipment, and cooperating with help desk staff for problem-solving. Franchisees must also ship broken equipment back to Marble Slab Creamery for repair within five days of receiving replacement equipment, maintain proof of software licenses, ensure accurate data entry, and maintain an internet connection with an approved ISP. Furthermore, franchisees cannot install unauthorized software on the Brand Technology System equipment, and they must not grant administrative privileges to anyone other than Help Desk personnel or Marble Slab Creamery's IT staff without prior approval.
These standards are designed to ensure the integrity, security, and efficient operation of the Brand Technology System across all Marble Slab Creamery locations. Compliance with these standards is critical for franchisees to maintain consistent service and avoid additional costs for support or system restoration.