have any questions?

WHO TO CONTACT AT CDM

Request a Digital Menuboard (DMB) System

For information on ordering any equipment from Cineplex, please contact our Accounts team at the DQ Sales email.

Submit Your DMB Order

Once you have completely reviewed the sales order form (initialed, signed, and filled out), you are ready to submit. Please submit through Adobe Sign, or to IDQSales@cineplex.com.

IDQSales@Cineplex.com

Installation Inquiries

Do you have questions relating to hardware delivery, installation readiness, and timelines? Please contact our Project Management department.

DQ-Deployment@Cineplex.com

Accounting Questions

Do you need to set up a credit card payment? Are you looking for a monthly invoicing report? Contact our Accounts Receivable team.
*Any questions relating to certain pricing on your invoice, please contact DQ sales, not the Accounts Receivable department.

AR-CDM@Cineplex.com

Technical Support Assistance

Are you having issues with your screens or hardware? If so, please contact our 24-hour help desk.

DQSupport@Cineplex.com

1-844-485-0218

Do you have a question that is not related to any of the above?

If you have a question or inquiry that is not related to any of the above, please contact our DQ Sales team.

IDQSales@Cineplex.com

SUPPORT REQUESTS

CASE CREATION & CONTACT INFORMATION

Should you encounter any issues with your digital menuboard system, please contact the CDM Support 24/7 Helpdesk through either of the following:
Phone - 1-844-485-0218
Email - DQSupport@Cineplex.com

A technical support agent will be assigned to your case, and will work to identify the root cause and fix the issue remotely, or determine if a technician needs to be dispatched to your location for further troubleshooting.

*If your location experiences issues with any of your digital menuboard screens, it is very important to follow the information above. This will help reduce resolution time.

For the CDM Helpdesk to provide efficient technical support, please provide the following information when submitting an email or calling in to the Helpdesk:

Location Name/Number
Site contact/contact information for communication regarding the case
Detailed description of the issue onsite, with photographs if possible
Confirmation of internet connectivity

CDM SUPPORT ESCALATIONS

If your case with the CDM Helpdesk has been open for an extended period of time without an update or resolution, please follow the below matrix to escalate within CDM. Please note target response times prior to escalation.
‍

Level 1

Call the Cineplex Digital Media Helpdesk - 1-855-410-7107

If there are any concerns with support from the CDM Helpdesk, or a supervisor is required for escalation on a matter, please use the contacts in order below:
‍

Level 2 - SUPPORT TEAM LEAD

Call the Cineplex Digital Media Helpdesk (1-855-410-7107) and ask to speak with the Team Leader on Duty OR call Team Lead line directly at 1-800-473-9048.

CDM SUPPORT ESCALATION MATRIX

Escalation level

Level 1 - Helpdesk

Common reasons for Escalation

- HD responsiveness on a specific issue
- HD communication or status update required on open cases
- Request for priority attention on a specific issue
- Resolution timelines on a specific issue
- Concerns regarding a specific resolution plan
- Concerns regarding scheduling of onsite resources

Target Response Time (from escalation)

12 hours

Level 2 - Team Lead

- All above if Target Response time is not met
- Concerns regarding all the above on a number of issues
- Concerns regarding an individual's performance or contribution

24 hours

NETWORKING (INTERNET) SUPPORT

NETWORK TRIAGE GUIDE

Please note that CDM is not responsible for the network at a DQ location, nor are we able to work with the ISP to troubleshoot/resolve. The below guide outlines steps that a DQ location can take to determine if the root cause is network (Acumera responsibility), or faulty hardware/software (CDM responsibility).

Flex (Media Engine) troubleshooting steps:
Yellow/and or green lights at the Media Engine ethernet port indicate a good connection to the switch. A solid green light indicates a solid connection, while flashing yellow lights indicate activity. No lights indicate there is no network connection, or that the cable is improperly connected.

Check if there is a yellow/green light indicator on the network switch. If there isn’t, try reseating the cabling in the switch and Media Engine to ensure it is firmly plugged in. If the cable cannot be firmly plugged in, the RJ45 end will need to be replaced or recrimped.
If the cable is firmly plugged in, try moving a known working device into the same port and/or move the offline device to a known working port on the switch.
If still unable to determine root cause, try removing the switch from the network configuration – connect the RJ45 cable from the Media Engine(s) directly to the router, and test for connectivity again, or check if the activity lights (yellow) are now active and flashing.
If there are still no yellow/green lights after following the above steps, this means that there is no connection and/or signal from the data switch. Please contact Acumera as the first escalation point (1-800-559-8157 and/or techsupport@acumera.com).
If Acumera determines that the device is online and functioning, but still blank, please contact the CDM Support Helpdesk
(1-855-410-7107 and/or dqsupport@cineplex.com).

Properly connected Media Engine
(Green and/or Yellow flashing lights)

Improperly connected Media Engine (No lights)
‍

Flex SE (Screen Only) troubleshooting steps:

Check the network cable and ensure that it is properly plugged in.
If properly plugged in, check if the green lights on the Microtik (red router, image below for reference) are flashing.
If green lights are not flashing, re-plug in the network cable and check the green lights again.
If the above steps do not resolve the issue, please contact the CDM Support Helpdesk (1-855-410-7107 and/or DQSupport@Cineplex.com).

Properly connected Microtik Router (Green lights flashing)

Improperly connected Microtik Router (no lights)

NETWORK ESCALATION MATRIX

SITUATION

SOLUTION (STEP 1)

ESCALATION PATH
(STEP 2)

IMPACT

No internet

Verify link lights on networking equipment and that cables are plugged into the correct location

Acumera - 1-800-559-8157
techsupport@acumera.com

Will result in delays downloading daily content. Content will not update. Price and LTO changes will not take effect.

Firewall issues

Contact your firewall provider, Acumera for further troubleshooting.

N/A

Will result in delays downloading daily content. Content will not update. Price and LTO changes will not take effect.

No power

Check all power cables are firmly connected. Verify breakers have not been tripped. Plug in a cell phone charger or like device to test the receptacle.

N/A

Will result in blank screens until power is restored.

Displays physically damaged

Obtain model and serial number of display to CDM for in or out of warranty swap/quote.

N/A

Location will have a blank screen until in-warranty swap is completed, OR until out of warranty quote is approved and display is replaced.

hardware replacements

In-Warranty Replacements

Submission of a ticket to the CDM Support team by the franchisee or location.
CDM Support Team performs troubleshooting (remote, onsite, or both if required to diagnose). Troubleshooting Performed (Remote, Onsite or Both)
If following the troubleshooting, the display is determined to be defective, CDM Support engages Samsung to complete the display swap (per warranty agreement). Please note that physical damage is not covered under warranty. CDM Support will notify franchisee that hardware swap is required, and has been submitted for replacement.
Samsung completes the display swap onsite.
CDM Support validates the display is functioning correctly.
Ticket is closed following validation.

Key Notes:

5 year warranty on all hardware (locations installed post June 2020)
Guaranteed uptime as per CDM + DQ service level agreement.

Out-of-Warranty Replacements

If your equipment is out of warranty and requires replacement, please see below for the CDM out of warranty (OOW) process:

Following submission of support ticket, CDM Helpdesk determines that a display or media engine onsite requires replacement and is out of warranty.
Case notes including equipment requiring replacement, and onsite contact are sent to CDM Accounts team. CDM Accounts reviews information and reaches out to DQ franchisee with applicable warranty information and pricing for single equipment replacement, or a full menu refresh.
a. Please note that for OOW swaps, previous display models/sizes are no longer available, and the Franchisee is responsible to determine the fit of the new display to their menu board area.
DQ franchisee reviews information/pricing and selects desired option. From there, CDM Accounts provides SOW order form via Adobe Sign, outlining pricing, franchisee responsibilities, payment, and install types.
DQ franchisee reviews/approves order form, selecting desired installation option, and resubmitting to CDM for processing.
CDM Accounts submits to CDM Procurement/CDM Finance for processing and pre-payment invoice generation. Pre-payment invoice is sent to franchisee.
Franchisee provides payment against pre-payment invoice. Equipment delivery and installation dates (if CDM install) are coordinated and actioned by CDM PM team.
Replacement equipment is installed, bringing location fully back online.

Key Notes:

Uptime of out of warranty hardware is not guaranteed.
Older displays models and sizes are no longer available, and therefore single display replacements will not have size consistency with existing displays.
a. Single display replacements could have a size discrepancy of 1-6”
b. Harmonized content may not line up
c. Replacement/newer displays will look brighter than old/existing.
Lead times begin once pre-payment is received. Standard 12-15 week lead times apply, although an OOW spare pool has been set up to help expedite locations where immediate swaps are required.

CARE & CLEANING

cleaning the displays

If you wish to clean the displays, please follow the following instructions:
1. Power off the display.
2. Wipe the product with a clean, soft, and dry cloth.
a. Do not use detergents that contain alcohol, solvent, or surface-active agents.
b. Do not spray water or detergent directly on the product.
3. Wet a soft and dry cloth in water and wring thoroughly to clean the exterior of the display.
4. Power on the display.

flex local guide

Flex Local allows operators to make fast content changes through our easy-to-use Flex Local franchisee portal, allowing Dairy Queen locations to quickly react to competitor offers. Please see below for details on how to use the portal:

PRODUCTS

The Products application allows you to change product pricing and manage the display of products on your digital screens. Once a location has been selected, the products available for modification at that location will be listed on the screen. Information about the name, size, price, category, and availability of the products will be shown. Products can be found and/or filtered by using the SEARCH function and/or the FILTERS fuction.

To edit the pricing or availability of a product, click on the PRODUCTS row and the "edit product" box will pop up. You will be able to price the product and change it's availability. Making a product unavailable will put a digital "Sold Out" cling over that product. Once a change has been made, "Save Changes" button will turn blue and be clickable. Once changes have been saved, you will see the changes you have made on your screens within 20 minutes. Timing will vary depending on the number of changes you are making and your internet connection.

varieties - "sold out" cling

The Varieties application allows you to manage product varieties for display on your digital screens. Once a location has been selected, the Variety Categories available for modification at that location will be listed on the screen, along with currently selected varieties. This list can be searched and/or filtered.

To edit the Varieties that will display for each category, click on that category's row, and the category variety edit box will pop up. Deselecting a flavour within a flavour variety category will put a digital "Sold Out" cling over that product flavour. Once a change has been made, the "Save Changes" button will turn blue and be clickable. Upon saving, the changes will be live on screens within 20 minutes. Timing will vary depending on the number of changes you are making and your internet connection.

varieties - adding blizzard lto cling

Within the varieties application, select the Blizzard category. The category variety edit box will then pop up. Select a flavour that is not currently highlighted in blue. Once changes have been made, the "Save Changes" button will turn blue and be clickable. Upon saving, the changes will be live on screens within 20 minutes. Timing will vary depending on the number of changes you are making and your internet connection.

varieties - adding soft drink logos (coke only)

Within the varieties application, select the Soft Drinks category. The category variety edit box will then pop up. Select the flavours that are not currently highlighted in blue that you want to display within your drinks menu, keeping in mind the min and max values for this category. Once changes have been made, the "Save Changes" button will turn blue and be clickable. Upon saving, the changes will be live on screens within 20 minutes. Timing will vary depending on the number of changes you are making and your internet connection.

customizing price on meal deals

Within the varieties application, select the Meal Deals category. The category variety edit box will then pop up. Click on the "Generic Meal Deal Content" option so that it is not highlighted in blue. Once changes have been made, the "Save Changes" button will turn blue and be clickable. Upon saving, the changes will be live on screens within 20 minutes. Timing will vary depending on the number of changes you are making and your internet connection.

customizing price on super snacks menu

Within the products application, select the "Super Snacks for 2 for (Custom Price) Turn ON". The "edit product" box will then pop up. Click on the "Available" toggle so that it turns blue, then give your Super Snacks menu a price. Once changes have been made, the "Save Changes" button will turn blue and be clickable. Upon saving, the changes will be live on screens within 20 minutes. Timing will vary depending on the number of changes you are making and your internet connection.