If the Remax software fails to comply with the warranty, what is the franchisee's required action to receive assistance from the licensor?
Remax Franchise · 2025 FDDAnswer from 2025 FDD Document
While all new and renewing franchisees are required to purchase and use the Back Office Software, you understand that REMAX, LLC may vary, waive, defer, or make an exception to the requirement to use BoldTrail Back Office Software for any reason, including, without limitation, in order to: (i) facilitate acquisitions or mergers or conversions; (ii) accommodate certain existing franchisees that acquire additional offices; or (iii) encourage expansion in certain markets. REMAX, LLC is not obligated to maintain BoldTrail Back Office—or any of the associated tools, resources, or services offered through BoldTrail Back Office as of the Agreement Date indefinitely and may discontinue providing BoldTrail Back Office, replace it or add to it, at any time without notice or liability to you.
Source: Item 22 — Contracts (FDD pages 108–334)
What This Means (2025 FDD)
Based on the 2025 Remax Franchise Disclosure Document, the document does not specify the exact steps a franchisee must take to receive assistance if the Remax software fails to comply with its warranty. However, the FDD does state that Remax, LLC may discontinue providing BoldTrail Back Office, replace it, or add to it, at any time without notice or liability to the franchisee.
While the FDD does not detail the specific process for warranty claims, it does emphasize the franchisee's obligation to maintain compatibility with Remax's communication and data reporting requirements, even if using alternative back-office software temporarily. This suggests that Remax franchisees should promptly report any software issues that affect their ability to meet these requirements.
To fully understand the warranty support process, a prospective Remax franchisee should ask the franchisor for detailed information on: (1) the specific warranty terms for the software, (2) the steps to report a warranty claim, (3) the expected response time for support, and (4) any available service level agreements (SLAs) related to software performance and uptime.