SERVICE FRANCHISE BUSINESS MODEL
Greenrgy 3rd Party Service Franchise, "TITAN STATE MASTER" -State Wise Business Model Descript Here
SERVICE RATE CHART
(Applicable for State Master Franchise, District Franchise & Authorized Service Partners).
A. WARRANTY INSPECTION & CLAIM PROCESSING
| Sl. No. | Service Description | Service Charge (₹) |
|---|---|---|
| 1 | Warranty Inspection (Up to 48V Battery) | 250 |
| 2 | Warranty Inspection (60V-72V Battery) | 350 |
| 3 | Warranty Inspection (Above 72V Battery) | 500 |
| 4 | Battery Health Report Generation | 200 |
| 5 | Claim Verification & Documentation | 250 |
| 6 | Manufacturer Claim Processing | 300 |
| 7 | Battery Pick-up & Packing Assistance | Actual + Service Charge |
B. DOORSTEP SERVICE CHARGES
| Sl. No. | Distance Range | Service Charge (₹) |
|---|---|---|
| 1 | Up to 10 Km | 300 |
| 2 | 10–25 Km | 500 |
| 3 | 25–50 Km | 800 |
| 4 | Above 50 Km | As Per Approval |
C. BATTERY DIAGNOSTIC CHARGES
| Sl. No. | Service Description | Charge (₹) |
|---|---|---|
| 1 | Basic Diagnostic Test | 300 |
| 2 | Advanced Diagnostic Test | 500 |
| 3 | Complete Battery Health Analysis | 750 |
| 4 | BMS Testing | 500 |
| 5 | Charger Testing | 250 |
| 6 | Load Testing | 400 |
D. BMS RELATED SERVICES
| Sl. No. | Service Description | Charge (₹) |
|---|---|---|
| 1 | BMS Programming | 500 |
| 2 | BMS Repair | 800 |
| 3 | BMS Replacement Labour | 500 |
| 4 | Bluetooth BMS Configuration | 750 |
| 5 | BMS Firmware Upgrade | 500 |
BMS Cost Extra
E. CELL REPLACEMENT LABOUR CHARGES
| Sl. No. | Battery Capacity | Labour Charge (₹) |
|---|---|---|
| 1 | Up to 30Ah | 750 |
| 2 | 31Ah – 60Ah | 1,000 |
| 3 | 61Ah – 100Ah | 1,500 |
| 4 | 101Ah – 150Ah | 2,500 |
| 5 | Above 150Ah | As Approved |
Cell Cost Extra
F. BATTERY REFURBISHMENT SERVICES
| Sl. No. | Service Description | Charge (₹) |
|---|---|---|
| 1 | Minor Refurbishment | 1,000 |
| 2 | Standard Refurbishment | 2,500 |
| 3 | Premium Refurbishment | 3,500 |
| 4 | Complete Battery Rebuilding | Quotation Basis |
G. CHARGER REPAIR SERVICES
| Sl. No. | Service Description | Charge (₹) |
|---|---|---|
| 1 | Charger Inspection | 200 |
| 2 | Charger Repair Labour | 500 |
| 3 | Charger Replacement Support | 250 |
Parts Extra
H. AMC (ANNUAL MAINTENANCE CONTRACT)
| Battery Type | Annual Service Charge (₹) |
|---|---|
| E-Rickshaw Battery | 1,500 |
| EV Scooter Battery | 1,000 |
| Solar Battery System | 1,500 |
| Commercial Battery Bank | 3,000 onwards |
I. BATTERY INSTALLATION SERVICES
| Sl. No. | Service Description | Charge (₹) |
|---|---|---|
| 1 | E-Rickshaw Battery Installation | 500 |
| 2 | EV Scooter Battery Installation | 300 |
| 3 | Solar Battery Installation | 750 |
| 4 | Industrial Battery Installation | As Approved |
J. EXTENTDED WARRANTY
| Sl. No. | Service Description | Charge (₹) |
|---|---|---|
| 1 | Extended Warranty upto 1 Year | 1,000 |
| 2 | Extended Warranty upto 2 Year | 1,500 |
| 3 | Extended Warranty upto 3Years | 2,500 |
| 4 | Extended Warranty upto 5Years | 4,000 |
K. CUSTOMER PAID SERVICES
| Sl. No. | Service Description | Charge (₹) |
|---|---|---|
| 1 | Battery Cleaning | 200 |
| 2 | Terminal Repair | 300 |
| 3 | Connector Replacement Labour | 300 |
| 4 | Wiring Repair Labour | 500 |
| 5 | Battery Box Repair | 500 |
| 6 | Software Update | 300 |
L. FRANCHISE SERVICE REVENUE SHARING
| Service Category | Franchise Share |
|---|---|
| Warranty Inspection | 80% |
| Diagnostic Services | 80% |
| Doorstep Service | 80% |
| Installation Services | 80% |
| AMC Services | 80% |
| Refurbishment Labour | 80% |
| BMS Labour Charges | 80% |
| Dealer Support Services | 80% |
M. SUB-FRANCHISE ENROLLMENT INCENTIVE
| Particulars | Share |
|---|---|
| New District Franchise Joining Fee | 20% |
| New Service Partner Enrollment Fee | 20% |
| Special Expansion Incentive | As Per Company Policy |
N. SERVICE LEVEL AGREEMENT (SLA)
| Activity | Timeline |
|---|---|
| CRM Job Acceptance | Within 2 Hours |
| Customer Contact | Within 4 Hours |
| Site Visit | Within 24 Hours |
| Service Completion | Within 48 Hours |
| CRM Closure | Within 12 Hours After Completion |
EQUIPMENT & INFRASTRUCTURE LIST
1. BATTERY DIAGNOSTIC EQUIPMENT
| Sl. No. | Equipment | Qty |
|---|---|---|
| 1 | Professional Lithium Battery Analyzer | 1 |
| 2 | Battery Capacity Tester | 1 |
| 3 | Internal Resistance Meter | 1 |
| 4 | Battery Health Diagnostic Machine | 1 |
| 5 | Digital Multimeter (Industrial Grade) | 3 |
| 6 | DC Clamp Meter | 2 |
| 7 | Insulation Resistance Tester | 1 |
| 8 | Oscilloscope | 1 |
| 9 | Voltage & Current Logger | 1 |
| 10 | Power Quality Analyzer | 1 |
2. CELL TESTING & REPAIR EQUIPMENT
| Sl. No. | Equipment | Qty |
|---|---|---|
| 1 | Lithium Cell Capacity Tester (8–16 Channel) | 1 |
| 2 | Cell Sorting Machine | 1 |
| 3 | Cell Matching Equipment | 1 |
| 4 | Cell Internal Resistance Tester | 1 |
| 5 | Cell Grading Machine | 1 |
| 6 | Cell Charging Rack | 1 |
| 7 | Cell Discharge Rack | 1 |
| 8 | Cell Recovery Machine | 1 |
3. SPOT WELDING & BATTERY ASSEMBLY EQUIPMENT
| Sl. No. | Equipment | Qty |
|---|---|---|
| 1 | Automatic Spot Welding Machine | 1 |
| 2 | Portable Spot Welder | 1 |
| 3 | Nickel Strip Cutter | 1 |
| 4 | Battery Pack Assembly Jig Set | 2 |
| 5 | Cell Holder Assortment Kit | 1 Set |
| 6 | Heat Shrink Tunnel/Blower | 1 |
| 7 | Battery Wrapping Machine | 1 |
4. BMS PROGRAMMING & TESTING EQUIPMENT
| Sl. No. | Equipment | Qty |
|---|---|---|
| 1 | Universal BMS Programmer | 1 |
| 2 | CAN Communication Interface | 1 |
| 3 | Bluetooth BMS Testing Kit | 1 |
| 4 | Laptop with Programming Software | 1 |
| 5 | Firmware Update Tool Kit | 1 |
5. CHARGING & DISCHARGING EQUIPMENT
| Sl. No. | Equipment | Qty |
|---|---|---|
| 1 | Multi-Port Smart Charger Station | 1 |
| 2 | Controlled Discharge Unit | 1 |
| 3 | Regenerative Load Bank | 1 |
| 4 | Fast Charging Test Unit | 1 |
| 5 | Battery Simulation Unit | 1 |
6. HAND TOOLS & SERVICE TOOLS
| Sl. No. | Equipment | Qty |
|---|---|---|
| 1 | Precision Screwdriver Set | 2 Sets |
| 2 | Electric Screwdriver Kit | 2 |
| 3 | Crimping Tool Set | 2 |
| 4 | Wire Stripper | 2 |
| 5 | Cable Cutter | 2 |
| 6 | Soldering Station | 2 |
| 7 | Hot Air Rework Station | 1 |
| 8 | Heat Gun | 1 |
| 9 | Torque Wrench Set | 1 |
| 10 | Mechanical Tool Kit | 2 Sets |
7. SAFETY EQUIPMENT (MANDATORY)
| Sl. No. | Equipment | Qty |
|---|---|---|
| 1 | Class ABC Fire Extinguisher | 4 |
| 2 | CO₂ Fire Extinguisher | 2 |
| 3 | Fire Blanket | 2 |
| 4 | First Aid Box | 2 |
| 5 | Safety Helmet | 5 |
| 6 | Insulated Gloves | 10 Pairs |
| 7 | Safety Goggles | 10 |
| 8 | Safety Shoes | 10 Pairs |
| 9 | Smoke Detector | 2 |
| 10 | Emergency Alarm System | 1 |
8. IT & CRM INFRASTRUCTURE
| Sl. No. | Equipment | Qty |
|---|---|---|
| 1 | Desktop Computer | 2 |
| 2 | Laptop | 1 |
| 3 | Laser Printer | 1 |
| 4 | Barcode/QR Scanner | 2 |
| 5 | Biometric Attendance System | 1 |
| 6 | High-Speed Internet Connection | 1 |
| 7 | UPS Backup System | 1 |
| 8 | CRM Software Access License | 1 |
| 9 | Service Management Mobile App Access | As Required |
9. FIELD SERVICE EQUIPMENT
| Sl. No. | Equipment | Qty |
|---|---|---|
| 1 | Portable Diagnostic Kit | 2 |
| 2 | Mobile Tool Kit | 2 |
| 3 | Portable Power Supply | 2 |
| 4 | Portable Charger | 2 |
| 5 | Service Engineer Backpack Kit | 2 |
| 6 | QR Code Scanner Device | 2 |
10. CUSTOMER RECEPTION & OFFICE SETUP
| Sl. No. | Equipment | Qty |
|---|---|---|
| 1 | Reception Desk | 1 |
| 2 | Office Table | 4 |
| 3 | Office Chair | 10 |
| 4 | Customer Waiting Chair | 10 |
| 5 | Storage Cabinet | 3 |
| 6 | File Storage Rack | 2 |
| 7 | Display Board | 2 |
| 8 | Brand Signage | 1 |
11. BRANDING MATERIALS
| Sl. No. | Item | Qty |
|---|---|---|
| 1 | Exterior Glow Sign Board | 1 |
| 2 | Interior Branding Kit | 1 |
| 3 | Service Center Posters | 10 |
| 4 | Warranty Claim Banner | 2 |
| 5 | Customer Information Standee | 2 |
| 6 | Staff Uniform Set | As Required |
| 7 | ID Cards | As Required |
Particulars | Requirement |
Office Area | Minimum 100 Sq. Ft. |
Workshop Area | Minimum 300 Sq. Ft. |
Battery Storage Area | Minimum 200 Sq. Ft. |
Customer Reception Area | Minimum 100 Sq. Ft. |
TRAINING Program
GREENRGY LITHIUM BATTERY SERVICE, WARRANTY & AMC MANAGEMENT NETWORK
Applicable For: Titan State Master Franchise, District Franchise, Service Partners, Technical Engineers & Support Staff.
Training Duration: 7–15 Days (Initial Training) + Ongoing Refresher Programs
1. TRAINING OBJECTIVES
The purpose of this training program is to ensure that all franchise personnel:
- Understand Lithium Battery Technology.
- Follow Company SOPs.
- Deliver high-quality service.
- Process warranty claims correctly.
- Use CRM systems efficiently.
- Maintain customer satisfaction.
- Follow electrical and fire safety standards.
- Manage sub-franchise operations effectively.
2. TRAINING STRUCTURE
| Module | Topic | Duration |
|---|---|---|
| Module 1 | Company Orientation | 4 Hours |
| Module 2 | Lithium Battery Fundamentals | 1 Day |
| Module 3 | Battery Construction & Components | 1 Day |
| Module 4 | BMS Technology | 1 Day |
| Module 5 | Diagnostics & Testing | 1 Day |
| Module 6 | Repair & Refurbishment | 2 Days |
| Module 7 | Warranty & Claim Management | 1 Day |
| Module 8 | CRM Operations | 1 Day |
| Module 9 | Customer Service Management | 4 Hours |
| Module 10 | Safety & Compliance | 1 Day |
| Module 11 | Franchise Business Management | 1 Day |
| Module 12 | Practical Assessment & Certification | 1 Day |
MODULE 1 – COMPANY ORIENTATION
Topics Covered
- Introduction to Greenrgy Business Model
- Franchise Structure
- Service Network Operations
- Company Policies
- Code of Conduct
- Service Level Agreement (SLA)
- Territory Management
Learning Outcome
Understanding the Company’s vision, operations, and franchise responsibilities.
MODULE 2 – LITHIUM BATTERY FUNDAMENTALS
Topics Covered
- Basics of Lithium-Ion Technology
- Battery Chemistry
- LiFePO4 Technology
- NMC Technology
- Battery Capacity (Ah)
- Voltage & Watt-Hour Concepts
- Charging & Discharging Principles
- Battery Life Cycle
Practical Session
- Battery Identification
- Battery Capacity Calculation
- Basic Testing Procedures
Learning Outcome
Ability to identify and understand different lithium battery technologies.
MODULE 3 – BATTERY CONSTRUCTION & COMPONENTS
Topics Covered
- Battery Cells
- Cell Configuration
- Battery Pack Design
- BMS Components
- Wiring Systems
- Connectors
- Enclosures
- Thermal Protection Systems
Practical Session
- Pack Opening & Inspection
- Component Identification
Learning Outcome
Understanding internal battery construction and component functions.
MODULE 4 – BMS TECHNOLOGY
Topics Covered
- Battery Management System Overview
- Cell Balancing
- Overcharge Protection
- Over-Discharge Protection
- Short Circuit Protection
- Temperature Monitoring
- Bluetooth BMS
- CAN Communication
Practical Session
- BMS Programming
- BMS Configuration
- BMS Fault Diagnosis
Learning Outcome
Ability to diagnose and configure BMS systems.
MODULE 5 – DIAGNOSTICS & TESTING
Topics Covered
- Voltage Testing
- Capacity Testing
- Load Testing
- Internal Resistance Testing
- Battery Health Assessment
- Error Code Analysis
- Performance Evaluation
Equipment Training
- Multimeter
- Clamp Meter
- Battery Analyzer
- Cell Tester
Practical Session
- Live Battery Testing
- Report Preparation
Learning Outcome
Ability to perform professional battery diagnostics.
MODULE 6 – BATTERY REPAIR & REFURBISHMENT
Topics Covered
- Fault Identification
- Cell Replacement
- Cell Matching
- Spot Welding
- Pack Rebuilding
- Connector Repair
- Wiring Repair
- Battery Refurbishment Process
Practical Session
- Cell Replacement
- Spot Welding Practice
- Pack Reassembly
Learning Outcome
Ability to repair and refurbish lithium battery packs safely.
MODULE 7 – WARRANTY & CLAIM MANAGEMENT
Topics Covered
- Warranty Policies
- Warranty Eligibility Verification
- Claim Documentation
- Inspection Procedure
- Manufacturer Claim Process
- Claim Rejection Handling
- Escalation Process
Practical Session
- Warranty Claim Submission
- Documentation Upload
Learning Outcome
Accurate handling of warranty and service claims.
MODULE 8 – CRM OPERATIONS
Topics Covered
- CRM Login & User Management
- Job Allocation Process
- Service Ticket Handling
- Customer Database Management
- Warranty Registration
- QR Code Scanning
- Job Closure Process
- Reporting Dashboard
Practical Session
- Live CRM Training
- Ticket Management
Learning Outcome
Efficient operation of Company CRM systems.
MODULE 9 – CUSTOMER SERVICE MANAGEMENT
Topics Covered
- Customer Communication Skills
- Complaint Resolution
- Service Etiquette
- Professional Behaviour
- Customer Retention Strategies
- Service Feedback Collection
Practical Session
- Customer Interaction Role Play
Learning Outcome
Delivering professional customer experiences.
MODULE 10 – SAFETY & COMPLIANCE
Topics Covered
- Electrical Safety
- Lithium Battery Fire Risks
- Safe Storage Practices
- PPE Usage
- Emergency Procedures
- Environmental Compliance
- Hazardous Material Handling
Practical Session
- Fire Safety Demonstration
- Emergency Response Drill
Learning Outcome
Safe handling and storage of lithium batteries.
MODULE 11 – FRANCHISE BUSINESS MANAGEMENT
Topics Covered
- Franchise Operations
- Territory Development
- Sub-Franchise Management
- Revenue Management
- Marketing Strategies
- Lead Generation
- Business Expansion Planning
Learning Outcome
Effective management and growth of the franchise business.
MODULE 12 – PRACTICAL ASSESSMENT & CERTIFICATION
Assessment Criteria
| Assessment Area | Weightage |
|---|---|
| Technical Knowledge | 25% |
| Diagnostic Skills | 20% |
| Repair Skills | 20% |
| CRM Operations | 15% |
| Customer Handling | 10% |
| Safety Compliance | 10% |
Passing Criteria
- Minimum Overall Score: 70%
- Practical Assessment: Mandatory
- Safety Assessment: Mandatory
CERTIFICATION LEVELS
Level 1 – Certified Service Technician
Authorized to:
- Perform Diagnostics
- Conduct Inspections
- Handle Basic Repairs
Level 2 – Certified Battery Repair Engineer
Authorized to:
- Replace Cells
- Repair BMS
- Refurbish Battery Packs
Level 3 – Certified Franchise Operations Manager
Authorized to:
- Manage Franchise Operations
- Handle CRM Administration
- Supervise Service Teams
Level 4 – State Master Franchise Certification
Authorized to:
- Operate State Franchise
- Appoint and Manage Sub-Franchises
- Conduct Local Training Programs
- Audit District Service Centers
REFRESHER TRAINING POLICY
| Training Type | Frequency |
|---|---|
| Technical Refresher | Every 6 Months |
| CRM Update Training | Quarterly |
| Safety Training | Every 6 Months |
| Product Update Training | As Required |
| Manufacturer-Specific Training | As Required |
TRAINING MATERIALS PROVIDED
- Training Manual
- SOP Handbook
- Warranty Processing Guide
- CRM User Manual
- Safety Compliance Handbook
- Diagnostic Procedures Manual
- Service Report Templates
- Marketing & Franchise Operations Guide
TRAINING COMPLETION CERTIFICATE
Upon successful completion of the program, participants shall receive a:
GREENRGY CERTIFIED LITHIUM BATTERY SERVICE PROFESSIONAL CERTIFICATE
along with an Employee/Franchise Technical Authorization ID.
BRANDING & MARKETING
GREENRGY LITHIUM BATTERY SERVICE, WARRANTY, AMC & FRANCHISE NETWORK
Applicable To: State Master Franchise, District Franchise, Service Centers, Dealers, Distributors, Service Partners & Marketing Associates
SUB-FRANCHISE & REVENUE
GREENRGY LITHIUM BATTERY SERVICE, WARRANTY, AMC & FRANCHISE NETWORK
Applicable To: Titan State Master Franchise, District Franchise, City Franchise, Authorized Service Partners & Technical Service Associates
1. PURPOSE
This Annexure establishes the framework for:
- Appointment of Sub-Franchises
- Territory Allocation
- Revenue Sharing
- Franchise Fee Distribution
- Operational Responsibilities
- Compliance Management
- Service Charge Sharing
- Performance Monitoring
The objective is to create a structured, scalable, and professionally managed service network throughout the State of Bihar.
2. FRANCHISE HIERARCHY
The Greenrgy Franchise Network shall operate under the following structure:
Level 1
Greenrgy Corporate Office
↓
Level 2
Titan State Master Franchise
↓
Level 3
District Franchise
↓
Level 4
City / Block Service Franchise
↓
Level 5
Authorized Service Partner / Service Engineer
3. AUTHORITY OF STATE MASTER FRANCHISE
The Titan State Master Franchise shall have authority to:
- Identify new franchise prospects.
- Recommend District Franchise appointments.
- Conduct preliminary interviews.
- Assist in onboarding.
- Monitor district operations.
- Coordinate local training.
- Ensure SLA compliance.
- Support franchise expansion activities.
Final approval rights shall remain with the Company.
4. TYPES OF SUB-FRANCHISES
A. DISTRICT FRANCHISE
Authorized to:
- Manage an entire district.
- Operate service centers.
- Manage service engineers.
- Conduct local marketing activities.
- Handle dealer relationships.
B. CITY / BLOCK FRANCHISE
Authorized to:
- Operate within a city or block.
- Provide local service support.
- Conduct inspections.
- Perform warranty services.
C. SERVICE PARTNER
Authorized to:
- Perform service calls.
- Conduct diagnostics.
- Complete assigned repairs.
- Support warranty activities.
5. FRANCHISE FEE SHARING STRUCTURE
For every approved Sub-Franchise enrolled within Bihar:
| Particulars | Percentage |
|---|---|
| Direct Franchise Share | 20% |
| Company Share | 80% |
Example
If a District Franchise Fee is:
₹2,00,000
| Recipient | Amount |
|---|---|
| Direct Franchise | ₹40,000 |
| Company | ₹1,60,000 |
The Company’s share shall be utilized for:
- Equipment Supply
- Technical Setup
- CRM Activation
- Branding Materials
- Training Programs
- Administrative Support
- National Marketing
6. COMPANY SETUP SUPPORT FOR SUB-FRANCHISE
The Company may provide:
Technical Setup
- CRM Access
- Service Training
- Technical Manuals
- Warranty Procedures
Branding Setup
- Signboard Design
- Marketing Materials
- ID Cards
- Branding Assets
Operational Setup
- User Credentials
- Territory Mapping
- Ticket Allocation System
7. SERVICE REVENUE SHARING MODEL
Revenue sharing shall apply to service jobs allocated through the CRM.
A. WARRANTY INSPECTION SERVICES
| Recipient | Share |
|---|---|
| Service Franchise | 60% |
| State Master Franchise | 20% |
| Company | 20% |
B. BATTERY DIAGNOSTIC SERVICES
| Recipient | Share |
|---|---|
| Service Franchise | 60% |
| State Master Franchise | 20% |
| Company | 20% |
C. DOORSTEP SERVICE
| Recipient | Share |
|---|---|
| Service Franchise | 75% |
| State Master Franchise | 15% |
| Company | 10% |
D. AMC SERVICES
| Recipient | Share |
|---|---|
| Service Franchise | 60% |
| State Master Franchise | 15% |
| Company | 25% |
E. REFURBISHMENT SERVICES
| Recipient | Share |
|---|---|
| Service Franchise | 70% |
| State Master Franchise | 10% |
| Company | 20% |
F. BMS REPAIR SERVICES
| Recipient | Share |
|---|---|
| Service Franchise | 70% |
| State Master Franchise | 10% |
| Company | 20% |
G.EXTENTDED WARRANTY
| Recipient | Share |
|---|---|
| Service Franchise | 30% |
| State Master Franchise | 10% |
| Company | 60% |
8. DIRECT SERVICE BY STATE MASTER FRANCHISE
Where the State Master Franchise directly performs a service without involving a Sub-Franchise:
| Recipient | Share |
|---|---|
| Franchise | 85% |
| Company | 15% |
9. SUB-FRANCHISE RESPONSIBILITIES
Every Sub-Franchise shall:
- Follow Company SOPs.
- Maintain service quality.
- Use CRM regularly.
- Complete services within SLA.
- Maintain customer records.
- Participate in training programs.
10. STATE MASTER FRANCHISE RESPONSIBILITIES
The State Franchise shall:
- Monitor all district operations.
- Ensure SLA compliance.
- Resolve escalated complaints.
- Conduct quarterly audits.
- Coordinate technical support.
- Support franchise recruitment.
11. PERFORMANCE INCENTIVE PROGRAM
Additional incentives may be paid for:
| Achievement | Incentive |
|---|---|
| Highest Monthly Revenue | As Declared |
| Highest Customer Satisfaction | As Declared |
| Best SLA Compliance | As Declared |
| Maximum Franchise Expansion | As Declared |
| AMC Growth Achievement | As Declared |
12. SLA COMPLIANCE REQUIREMENTS
| Activity | Timeline |
|---|---|
| Ticket Acceptance | Within 2 Hours |
| Customer Contact | Within 4 Hours |
| Site Visit | Within 24 Hours |
| Service Completion | Within 48 Hours |
| Ticket Closure | Within 12 Hours |
Repeated SLA violations may attract penalties.
13. FRANCHISE PERFORMANCE REVIEW
Performance reviews shall be conducted:
| Review Type | Frequency |
|---|---|
| Operational Review | Monthly |
| Revenue Review | Monthly |
| SLA Review | Monthly |
| Customer Satisfaction Review | Quarterly |
| Compliance Audit | Quarterly |
14. TERRITORY PROTECTION
Approved District Franchisees shall receive operational protection within their allotted territory.
However, the Company reserves the right to:
- Reassign territories.
- Create additional service points.
- Modify operational boundaries.
Where necessary to maintain service quality.
15. NON-PERFORMANCE POLICY
A Sub-Franchise may be placed under review if:
- SLA Compliance falls below 80%.
- Customer complaints exceed acceptable limits.
- CRM usage becomes non-compliant.
- Service quality standards are violated.
Corrective action may be required within 30 days.
16. TERMINATION OF SUB-FRANCHISE
The Company may terminate a Sub-Franchise for:
- Fraudulent activities.
- Misrepresentation.
- Unauthorized brand usage.
- CRM misuse.
- Repeated service failures.
- Breach of Agreement.
17. EXIT OF STATE MASTER FRANCHISE
If the State Master Franchise chooses to exit:
- A minimum 90-day written notice shall be given.
- Existing operations must continue until replacement onboarding.
- Customer services must not be interrupted.
- Pending claims and franchise obligations must be completed.
18. SETTLEMENT OF FRANCHISE FEES UPON EXIT
As per the MAU Agreement:
The Company shall calculate settlement as:
Total Franchise Fee Paid
Minus
- Infrastructure Setup Cost
- Equipment Cost
- Training Cost
- Branding Cost
- Outstanding Dues
- Total Earnings Derived From Franchise Operations
- Applicable Penalties
The resulting balance, if any, shall be paid within 15 working days after final audit and closure.
19. COMPANY RIGHTS
The Company reserves the right to:
- Modify franchise structures.
- Revise revenue-sharing percentages.
- Update operational policies.
- Change onboarding requirements.
- Introduce new franchise categories.
All updates communicated through CRM shall be binding.
Schedule-A: Recommended Sub-Franchise Fee Structure
| Franchise Category | Recommended Fee (₹) |
|---|---|
| District Franchise | 5,00,000 |
| City Franchise | 2,50,000 |
| Block Franchise | 1,50,000 |
| Service Partner | 25,000 |
The Company may revise the above fee structure from time to time, and the latest approved structure shall prevail.