Affordable. Reliable. Sensible.
Ticketing and Concession Solutions Since 1993
Sensible Cinema Customer Access
Notice: If you are not a customer we will not respond to requests for customer access.
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Maximum Three (3) Per Month
Change to Sensible Cinema Support Service:
Effective May 1, 2025
An Annual Support Plan will be required for all locations requesting software or hardware support. A support plan will be required by each theater IN ADVANCE of requesting support by telephone, email or text.
Our Annual Support Plan is included for theaters in their first 12 months, and the Annual Support Plan fee is waived perpetually for theaters using one of our credit card processing partners, including Worldpay, EVO, Platinum Relations, and Mercantile. If you use one of these processors, you do not need to buy an Annual Support Plan.
Pay-Per-Incident software support will no longer be offered as it does not recover the fixed costs for providing our software support, including remote support software, code signing and SSL certificates, software development kit (SDK) licenses, FTP storage, and annual certifications.
Thank you for your understanding in this matter.
Support Fee Schedule
SENSIBLE CINEMA SUPPORT PLAN:
Features:
● 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. One entire re-installation of the server software, DataCap NETePay and/or re-networking if required, without additional charge, once per calendar year. An additional flat $150 charge for any second entire re-installation within one calendar year.
● 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.
● E-mail and text support for non-emergency matters
● Software updates and upgrades including installation support by appointment
Annual Plan Support:
$399 per year, waived for theaters with qualifying retail merchant processing accounts with our partners, Worldpay Integrated payments, EVO/Global payments, Platinum Relations, Casablanca/Mercantile Payments. Our Annual Support plan is included for twelve months after purchasing Sensible Cinema.
Seasonal Drive-In Support:
$299 per season, waived for theaters with qualifying retail merchant processing accounts with our partners, Worldpay Integrated payments, EVO/Global payments, Platinum Relations, Casablanca/Mercantile Payments. Our Seasonal Support plan is included for twelve months after purchasing Sensible Cinema.
OPTIONS:
Bring Your Own Payment Processor:
$300.00 per year. Sensible Cinema installs a third-party, non-partner processor for the merchant. DataCap NETePay server and client software IS REQUIRED and either must be provided by your selected processor 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 Terminals.
Under Bring-Your-Own-Processor Option:
Change of Processor, Merchant ID, DataCap Deployment, or Business Owner $250.00
https://datacapsystems.com/supported-features-processors
SERVICES:
Sensible Manager Re-Installation Support:
(one included in annual support plan then $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:
(one included in annual support plan then $150 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.)
Important:
Sensible Cinema does not provide support for virus and malware removal 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.
Support Contact Info
Support VOICE/TEXT Number:
(615) 799-6366
Send email requests for non-emergency response to
The following are required when calling, emailing or texting for support:
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An annual Sensible Cinema Support Plan
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Internet Access (3 Mbps minimum download speed)
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Telephone
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Physical Keyboard
