What is the expected engagement time for Noodles & Company IT Support to address non-emergency issues?

According to the 2025 Noodles & Company Franchise Disclosure Document, the IT Support Team aims to engage with franchisees regarding non-emergency issues within 24 hours of receiving a request. The document specifies that non-emergencies include partial outages, inconveniences, inquiries, and ideas. The goal is to resolve these non-emergency issues within 3 days.

For a prospective Noodles & Company franchisee, this means that if they encounter a non-critical IT problem, they can expect the IT support team to acknowledge their request within one day. The complete resolution of the issue is targeted to be completed within three days. This timeframe provides a reasonable expectation for franchisees to plan around any disruptions caused by IT-related problems.

It's important to note the distinction between emergency and non-emergency issues. Emergencies, defined as incidents resulting in a complete inability to serve guests, are handled with a much faster response time, with the IT Support Team aiming to engage within one hour. This difference highlights the importance Noodles & Company places on minimizing disruptions to customer service. Franchisees should familiarize themselves with the criteria for emergency versus non-emergency issues to ensure they utilize the appropriate support channels and response expectations.

This level of IT support is fairly standard in the franchise industry, where franchisors often provide a baseline level of IT assistance to ensure brand consistency and operational efficiency. However, franchisees should confirm the exact scope of IT support provided and any associated costs, as additional or specialized support may incur extra fees. Understanding these details is crucial for budgeting and managing the technological aspects of the franchise.