Under what circumstances will a technology request submitted by a Moes Southwest Grill franchisee be considered 'escalated' and no longer impact the target resolution timeframes?

According to the 2025 Moe's Southwest Grill Franchise Disclosure Document, a technology request will be considered "escalated" under specific circumstances, which affects the target resolution timeframe. Once a technology request or issue is escalated to a vendor, or the Support Services Team is awaiting a response, or if the resolution is determined to be outside of the Support Services Team's control, the request is considered "escalated." This also includes situations where hardware replacement is necessary.

When a request is escalated, it no longer impacts the target resolution timeframes initially set by Moe's Southwest Grill. The target resolution timeframes are guidelines and not guarantees, as actual resolution times can vary based on the volume and severity of requests received by the Support Services Team. The severity level of an issue is determined by its impact on management or business functions, and Moe's Southwest Grill may modify these severity level guidelines.

For a prospective Moe's Southwest Grill franchisee, this means that while Moe's aims to resolve technology issues within specific timeframes, certain situations can lead to delays beyond their control. Understanding the escalation process and the factors that influence resolution times is crucial for managing expectations and ensuring smooth operations. Franchisees should be aware of the potential for delays when third-party vendors are involved or when hardware replacements are needed, as these factors can extend the resolution process.