For a Moes Southwest Grill franchisee, what is the obligation regarding following procedures for requesting and receiving Support Services?
Moes_Southwest_Grill Franchise · 2025 FDDAnswer from 2025 FDD Document
Franchisee agrees to follow the procedures and processes for requesting and receiving Support Services, as set forth in this Agreement, including Schedule A.
In the event of any conflict between the terms and conditions of this Agreement and the terms and conditions of Schedule A, the terms and conditions of this Agreement shall control.
Comprehensive Support includes access to the Customer Service Portal, which allows the Franchisee to research common issues and self-help solutions, request Support Services and track the status of such requests.
Prior to requesting Comprehensive Support Services, Franchisee and Designated Personnel shall use best efforts to resolve the issue using internal resources and the Knowledge Base. Further, Designated Personnel calling for support services should be trained in the general operation of the POS System.
Source: Item 22 — Contracts (FDD page 92)
What This Means (2025 FDD)
According to Moe's Southwest Grill's 2025 Franchise Disclosure Document, franchisees are obligated to adhere to specific procedures and processes when requesting and receiving Support Services, as detailed in the Franchise Agreement, including Schedule A. These Support Services are exclusively for the Point of Sale (POS) System used at the franchised business. Designated Personnel, who are trained and competent in the general operation of the POS System, are the ones who request and receive support. These personnel can include cashiers, shift leads, general managers, area managers, directors, or internal IT staff.
The Support Services provided by Moe's Southwest Grill include Comprehensive Support and Billable Support, each with its own fee structure. Comprehensive Support covers enterprise-level database changes, maintaining synchronization with third-party services, and remote technical support. Franchisees gain access to a Customer Service Portal to research issues, request support, and track requests. Before requesting Comprehensive Support, franchisees and their Designated Personnel must first attempt to resolve the issue using internal resources and the Knowledge Base.
It's important to note that the POS System must be in good operating condition and meet the Minimum Specifications for Moe's Southwest Grill to provide Support Services. The services do not cover hardware and software that are not part of these Minimum Specifications or software no longer supported by the licensor. Franchisees are responsible for implementing temporary procedures to ensure continuous operation during support and for backing up and reconstructing any lost data.
Moe's Southwest Grill retains the right to amend Schedule A, which outlines the Support Services and Service Fees, with changes to fees limited to a maximum annual increase of 50% or the increase in the franchisor's actual costs. Franchisees will receive at least 90 days' notice of any such amendments via email or updates to the Manuals.