What is the Noodles & Company franchisee's responsibility regarding NCR hardware maintenance and Aloha Essentials?
Noodles_Company Franchise · 2025 FDDAnswer from 2025 FDD Document
- Hardware support
- NCR Hardware Maintenance is required on the following devices front-of-house POS terminals, payment terminals, and kitchen display system controllers.
- For devices under hardware maintenance, N&C will facilitate the process to identify issues, initiate a replacement with NCR if necessary, remotely support installation of replacement hardware and remind the restaurant team of the need to return the failed equipment.
- FAO is responsible for lost or damaged equipment according to NCR Hardware Maintenance terms and will be billed by NCR accordingly.
- All other devices (ex. Receipt printer, scanner, back-office printer) are replaced upon failure and the restaurant will be charged accordingly.
- Aloha (BOH) fileserver
- N&C will provide the company standard BOH fileserver, monitor, mouse and keyboard – configured with the company standard BOH fileserver image for each FAO restaurant. The cost of the BOH fileserver is included in the monthly support plan fee.
- The BOH fileserver (leased) will be replaced on a 3-year cycle. The monthly support fee includes the lease cost and the fee may be subject to increase to cover lease cost increases.
- N&C will maintain a standard warranty/maintenance on the BOH fileserver and associated hardware and will facilitate warranty work if it is necessary. The costs of the standard maintenance/warranty are included in the monthly support fee and subject to increase to cover any increases to such costs.
- An on-site member of the FAO team will provide hands-on assistance if the BOH fileserver needs to be replaced – either due to failure or the 3-year replacement cycle. N&C will not provide on-site support at FAO locations.
- The standard image for the BOH fileserver will not allow and does not support the installation of any non-standard programs. Any interest in installing additional programs needs to start with a request to N&C IT Support which will then be reviewed – not necessarily approved.
Source: Item 23 — RECEIPT (FDD pages 99–350)
What This Means (2025 FDD)
According to Noodles & Company's 2025 Franchise Disclosure Document, franchisees have specific responsibilities regarding NCR hardware maintenance and the Aloha Essentials point-of-sale (POS) system. Noodles & Company requires NCR Hardware Maintenance on front-of-house POS terminals, payment terminals, and kitchen display system controllers. For devices under hardware maintenance, Noodles & Company will facilitate the process to identify issues and initiate a replacement with NCR if necessary. They will also remotely support the installation of replacement hardware and remind the restaurant team to return the failed equipment.
However, the franchisee (FAO) is responsible for lost or damaged equipment according to NCR Hardware Maintenance terms and will be billed by NCR accordingly. For other devices like receipt printers, scanners, and back-office printers, the franchisee is responsible for replacement costs upon failure. Noodles & Company provides the company-standard back-of-house (BOH) fileserver, monitor, mouse, and keyboard, configured with the company-standard BOH fileserver image for each franchisee restaurant. The cost of the BOH fileserver is included in the monthly support plan fee.
The BOH fileserver (leased) will be replaced on a 3-year cycle, with the lease cost included in the monthly support fee, which may increase to cover lease cost increases. Noodles & Company maintains a standard warranty/maintenance on the BOH fileserver and associated hardware and will facilitate warranty work if necessary. An on-site member of the franchisee team will provide hands-on assistance if the BOH fileserver needs to be replaced, either due to failure or the 3-year replacement cycle, as Noodles & Company will not provide on-site support at franchisee locations. The standard image for the BOH fileserver does not support the installation of any non-standard programs, and any interest in installing additional programs needs to start with a request to Noodles & Company IT Support for review.