Affordable. Reliable. Sensible.

Support Contact Info

 

Support Phone Number: 
(615) 799-6366

 

The following are required at the problem computer when calling for support:

 

• Internet Access (1.5 Mbps minimum download speed)

• Telephone

• Physical Keyboard

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Support Fee Schedule

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ESSENTIAL SUPPORT PLAN:

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Basic Annual Support:

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$399 per year, waived* for theaters with qualifying retail merchant processing accounts with our partners, Worldpay Integrated Payments, EVO Payments, Platinum Relations and Casablanca Ventures/Mercantile Processing.

 

*Theaters doing credit surcharging do not qualify for a support waiver. All merchants processing cards must be on a continuous support plan.

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Basic Seasonal Drive-In Support: 

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$199 per season, waived* for drive-in theaters with qualifying retail merchant processing accounts with our partners, 

Worldpay Integrated Payments, EVO Payments, Platinum Relations and Casablanca Ventures/Mercantile Processing.

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*Theaters doing credit surcharging do not qualify for a support waiver. All merchants processing cards must be on a continuous support plan.

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Essential Support Plan Features:

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● Unlimited* emergency support for your licensed product with a priority 3-hour guaranteed after-hours callback to sites within the U.S. Whatever it takes to get you back up and selling even on nights and weekends. If reinstallation of the server software, is required, or NETePay and/or re-networking is required, an additional flat $150 charge will apply to all systems out of warranty or not purchased from Sensible Cinema after one yearly no charge re-installation incident. 

 

● Full Web Site access to full-installer software downloads, program updates, drivers for supported peripherals, white papers, an up-to-date user guide .PDF

 

● Support for reporting and other non-emergency matters during regular business hours Monday through Friday, 9:00 AM-5:00 PM Central Time. This includes help with feature setup, playdate creation, reports, eBOR transmittal, sign info generator, LMS/TMS schedule export, cloud backup, etc. 

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● E-mail support for non-emergency matters

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● Software updates and upgrades including installation support by appointment

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PER-INCIDENT SUPPORT:

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Standard Rate $65 per hour, minimum charge $65. Additional hours charged in 1/4 hour increments. Standard Rate Per-Incident support is available during regular business hours, Monday through Friday from 9:00 am - 5:00 pm Central Time.  (Night and weekend support is $90/hour/$90 minimum for theatres not in year one of using Sensible, without a current support plan or without a qualifying merchant processor relationship.)

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OPTIONS:

 

Bring Your Own Payment Processor:

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$699 per year, which Includes installation and Essential Annual Support as described above. DataCap NETePay server and client software must be provided by your processor, offered as a rental, or may be purchased directly through Sensible Cinema Software. Please ensure you have the same number of DataCap "lanes" licensed as you have Sensible Cinema Terminal licenses.  

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https://datacapsystems.com/supported-features-processors

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SERVICES:

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Sensible Manager Re-Installation Support:  

$150 flat

Setup Sensible Manager on a new server computer, Setup password protected sharing, make changes to Local Security policy, All application required operating system prerequsites, including power save and network interface card settings, setup security client software, create firewall exceptions, re-network existing terminal clients, re-install and deploy of DataCap NETePay, set up sign info generator or other schedule export software. Appointment preferred. (No charge when required after warranty repairs of items purchased from Sensible Cinema Software or on new hardware purchased through us.)

         

     

Sensible Terminal Re-Installation Support: 

$75 flat        

Setup Sensible Terminal on a new customer provided computer or one which has a new or reformatted hard drive. Setup of network interface card power settings, connection to password protected shared data folder on network server, printer, cash drawer, customer display, credit card merchant account and secure credit card device, user account setup following payment card industry guidelines for payment application data security standards. Appointment preferred. (No charge when required after warranty repairs of items purchased from Sensible Cinema Software or on new hardware purchased through us.)

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Peripheral Support:  

$30 per device

Setup printer, cash drawer or customer display not purchased from Sensible Cinema.

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Virus and Spyware Removal:  

Sensible Cinema does not provide these services nor can it work on systems infected with viruses or spyware except to recover data.  

If your system is infected with ransomware, we can sometimes recover data before you clean the machine then once you have re-installed Windows, we can re-install our program and restore your data.  Data recovery and reinstallation of Sensible Cinema due to ransomware is not included in our support plans and are charged as all other re-installation support.

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