What constitutes 'Special Service Calls' for a Moes Southwest Grill franchise, and what are some examples?

Based on the 2025 Franchise Disclosure Document, the definition and examples of 'Special Service Calls' for a Moe's Southwest Grill franchise are not explicitly detailed in the provided excerpts. However, the FDD does discuss 'Comprehensive Support' related to the POS system.

The 'Comprehensive Support' includes making enterprise-level database changes, maintaining synchronization between the POS system and third-party service providers (such as online ordering, catering, mobile applications, loyalty programs, and delivery services), and providing remote technical support. This support covers troubleshooting, resolving technical and configuration issues, correcting database or file corruption, restoring functionality, consultation, escalating issues to third-party vendors, coordinating field service visits, and providing consultation regarding the scope of work of third-party vendors for services beyond the scope of the agreement. The support services are provided in connection with the franchised business' back office system and POS system, including hardware and software like file servers, manager workstations, POS terminals, payment processing terminals, routers, kitchen printers, kitchen display systems, digital menu boards, and firewalls.

However, 'Comprehensive Support' specifically excludes certain services such as training on the POS system or back office system, troubleshooting internet service, hardware maintenance or replacement, support of non-approved software, and assistance with operations or balancing. Since the FDD excerpts do not define 'Special Service Calls,' it is important for a prospective franchisee to ask the franchisor for a clear definition, examples, and associated costs to fully understand potential support expenses beyond the Comprehensive Support Fee.