If you are already a customer
You can reach support at any time. The line is open around the clock and your account has the details. Anything you send is logged the moment it arrives.
Response targets run during business hours. Reaching us at 2am means your request is in the queue at 2am, not that someone answers at 2am. If your audio is down, say so in the first line and it goes to the front of the queue.
If you are not a customer yet
Send a question any time; it is logged the moment it arrives. Replies to sales and general questions come Monday to Friday, 9am to 6pm Central time, within one business day. Something sent on a Saturday evening is answered Monday morning.
How to reach us
- Email: support@magnoliasmedia.com
- Or use the contact form — it reaches the same place
Common Support Topics
- Equipment troubleshooting
- Music and content updates
- Scheduling changes
- Billing and account questions
- Service upgrades
Support plans
Every account includes support. Response targets below are business hours, and they are response targets, not resolution times. We commit to picking your issue up, not to finishing a repair we may not control.
| Plan | Response target | Included |
|---|---|---|
| Standard | Next business day | Every account |
| 4-hour | Within 4 business hours | Contracted add-on |
| 1-hour | Within 1 business hour | Contracted add-on, includes a direct line |
The 1-hour plan includes a direct line instead of the shared queue. After-hours return calls are best effort, not guaranteed.
Paid plans are quoted with the contract and begin at the start of the subscription period. On an enterprise rollout that is at go-live, after the onboarding phase.
Outages come first regardless of plan. A site with no audio is ahead of a playlist change on any tier.
If your internet goes down
Every player buffers 5 to 10 minutes of music as standard. A router reboot, a brief drop or a flaky few seconds is covered by that and nobody in the room notices.
That buffer will not carry you through a longer outage. Extended offline storage is an add-on for that. It is available on every plan and costs extra, because storing days of music on the device carries a higher licensing fee than streaming it.
With it, the player:
- holds 7 to 10 days of audio on the device as backup programming
- keeps running the last schedule it received, so the right music still plays at the right time of day
- reconnects and catches up on its own when the connection returns
Either way, a player must check in at least once every 30 days to renew the encryption on its content. That is a licensing requirement, not a sales one. A player that has been offline for a month stops playing until it reaches us again.