What happens when you choose Vista?
For nearly two decades, we’ve been helping cinemas set up their Vista cinema management solutions. Our robust set of proven processes means effective delivery. Additionally, we’ll come to wherever you are and implement on site.
First, we build a lab environment to ensure that all elements work together perfectly before your cinema is setup. During installation, we work with your teams to configure Vista, and then efficiently train your staff on your new systems. Our on-site support continues until you are comfortable using Vista.
Customer & Software Support
How we support our customers
At Vista, we have a favourite saying; We like to do good things with good people. That is how we approach customer support. Our people love and understand cinema, and we train them to be the best in the business.
When you call, you’ll talk directly with an expert in Vista software—a person who understands the language and terms used within cinema exhibition. We have four offices and seven business partners around the globe, enabling consistent and timely service and support.
Software doesn’t stand still, and neither do we. We have a strict maintenance programme that converts continuous improvement into reality and is standard for all Vista users. It essentially works this way:
- Modify the existing system to cope with changes in the global software environment.
- Implement new or changed user requirements brought about by functional enhancements to the software.
- Diagnose and fix any errors.
- Design a future-proof maintenance programme to increase reliability and prevent problems.
The maintenance programme includes:
Once we have installed Vista software systems, we are always available to help, with phone, email and in-person options. You will have access to our technical teams, and a secure login to the Vista Services Site, which includes access to the Vista Knowledge Centre.
Vista's Knowledge Centre
Vista’s knowledge base and forums are the essential go-to source for keeping up with the latest updates and discussions. We provide round-the-clock online access to our support documentation, and a channel to receive your feedback. Forums, articles, webinars and helpful tips are also found by searching our online resource.
You’ll receives our regular, innovative update packs that add new features and that keep our product evolving to meet the challenge of a changing industry. We constantly lead with the latest developments.
We also support you through these optional add-ons to Vista Customer Service.
After Hours Priority Support
You can opt for an extended support option, for high priority issues. The Vista Customer Services team can be contacted 24/7.
Service Level Agreement (SLA) Reporting
Each month, Vista will provide a Flash Report detailing the volume of calls for the period by category and priority, as well as a copy of the SLA performance calculator.
Each quarter, a more detailed report pack will be provided in addition to the monthly reports. It will also include an explanatory report on any SLA failures, including exclusions.
After installing your Vista cinema management software, our team of technical experts is always available to help in person or by phone and email. Access Vista's Services Site to find a comprehensive range of support services and products.
Vista's Services Site is your primary means of communication with the Vista services team. The site enables you to log new incidents and view existing ones easily, and allows you to keep an overview of current concerns and suggestions you have regarding the Vista product suite.
The Services Site is also the main repository of customer information including user, site, license, and product information, as well as the distribution point for our software packages and documentation. You can download software packages, POS (Point of Sale) media images, and documentation on Vista products, including installation and user guides, feature guides, glossaries, and technical bulletins.
Find a wealth of information on your Vista software installs and keep on track of your support requests
Any incidents you experience with our products can be logged through the site, to be handled by a services team member. Attachments such as error logs and screen shots can be added to help with the troubleshooting process. Incident reporting and updates are acknowledged by email.
You are also able to use the services site for suggesting improvements to Vista software. Questions or enquiries about any Vista product will be promptly answered by a Vista services consultant.
A forum on the site makes it possible to discuss your business needs with Vista experts and other theatre exhibitors. A searchable knowledge base provides answers to thousands of questions about Vista software. As well as this, an API section provides API-related documentation and the ability to discuss your integration questions with Vista experts and other developers.
The services site is available in English and Simplified Chinese.
Vista's Language Manager enables you to translate Vista user interface (UI) text into your chosen language. Once translated, the interface text can be downloaded as a file and distributed to your cinemas. Users can use Vista in their own language, without the Vista software suite needing to be updated.
Language Manager simplifies the work of translating your user interface by suggesting translations where possible, and by providing the ability to copy a translation from one UI label to all matching labels.