Running music in a store is never just about pressing “play”. Behind every track that accompanies your customers there’s a platform that needs to run smoothly, ads to upload, playlists to update. And when something goes wrong – a player not syncing, a mood that won’t start – the difference is made by the quality of the support you receive. With your MoosBox Manager profile you can control the music and monitor real-time streaming.
With MoosBox we’re not just talking about AI music or smart playlists: we’re talking about practical support, divided into two clear and transparent levels. One free, giving you immediate autonomy, and one professional, via ticket, whenever targeted technical assistance is needed.
This is why we created our MoosBox support model: two levels designed to be with you every day. Not only AI music and intelligent scheduling, but also technical and training support that lets you focus on your business.
- Free first level: chatbot, guides and video tutorials to manage the platform independently.
- Professional second level: advanced technical support, via ticket, for more complex issues.
In this article we explain in detail how it works, the differences between the two levels, and why our system makes your in-store radio simpler, safer and always under control.
Why support is part of our philosophy
For us, support isn’t optional, it’s an essential part of the service. MoosBox was created to simplify music management for stores, but we know that every business has its own challenges: unstable connections, untrained staff, different devices to integrate.
That’s why we chose a clear approach: a first level that’s always free, to train and guide you, and a professional second level that steps in only when necessary. This way you’re never left alone and you don’t pay for support you don’t really need.
MoosBox first-level support: free, fast, educational
The first level is the foundation of our system: always included, available 24/7, and designed to give you maximum independence.
Main tools
- 🤖 MoosBox AI Chatbot
Always available: on the website it answers general questions, while inside the platform it guides you step by step. From installing the app to uploading ads, all the way to creating a music mood. - 📄 User guides
Clear, updated manuals available directly in the platform. Examples include:- how to schedule playlists;
- how to manage ads;
- how to set up a new audio device.
- 🎥 Video tutorials
Just a few minutes to learn key concepts: what a mood is, how to create a collection, how to differentiate playlists by time slots.
Key features
- Always free
- Accessible 24/7
- Focused on practical training
👉 Goal: give you independence and save time in daily management.
MoosBox second-level support: advanced, professional, on ticket
When an issue can’t be solved with a tutorial, that’s when the second level of MoosBox support comes into play. It’s a paid service, activated through a dedicated ticket, that connects you directly with our technical team.
Main areas
- 🔧 Device support
Initial configurations, network problems, software updates, optimisation of Raspberry, Volumio or Retail Player. - 🎶 Personalised music consultancy
Creating moods tailored to different store areas (e.g. beauty vs food), selecting specific tracks, managing complex rotations. - 🛠️ Specialised technical support
Integration with existing audio systems, multi-device configurations, advanced scheduling management.
Key features
- Activated via ticket
- Personalised service
- Designed for advanced needs
👉 Goal: ensure service continuity even in critical situations.
Direct comparison: first vs second level
| Feature | First level (free) | Second level (paid) |
|---|---|---|
| Availability | 24/7 via chatbot, guides, videos | Via ticket with technical team |
| Focus | Training and autonomy | Advanced and personalised support |
| Examples | Install app, upload ads, create moods | Device configurations, audio integrations, complex rotations |
| Goal | Solve quick questions | Handle complex technical issues |
Real-life examples
- Scenario 1 – first level: you need to upload a weekend promo ad. Not sure how? The chatbot guides you in less than a minute.
- Scenario 2 – second level: your player doesn’t connect with the store’s audio system. Open a ticket and our tech team will configure the network correctly.
Why a two-level model is an advantage
- Avoid unnecessary waiting: for quick questions there’s the first level.
- Pay only when advanced intervention is needed.
- Grow with the platform: learn to manage it yourself and count on our team when you need extra help.
It’s a balance between autonomous training and professional support, unique in the in-store music sector.
frequently asked questions (FAQ)
- Is first-level support always free?
Yes, it has no extra cost and is included with MoosBox. - When should I open a second-level ticket?
When the issue involves devices, advanced configurations or personalised music consultancy. - What are the response times for second-level support?
Tickets are handled with priority: you’ll get a reply within a few business hours. - Are prepaid support packages available?
Yes, for ongoing needs you can request hourly packages with special conditions. - Does the chatbot replace the technical team?
No, the chatbot is for quick doubts and training. For complex issues, second level is required. - Can I switch from first to second level anytime?
Of course: open a ticket whenever you want and you’ll receive clear instructions on timing and costs.
How a ticket works in practice
- Log into the MoosBox platform.
- Select “Support” – “Request Assistance”.
- Describe the issue (device, music, schedule, etc.).
- Get a reply within a few business hours with the solution or a technical intervention.
Total transparency: no surprises, just targeted support.
Support on licences: everything in the MoosBox protocol
Beyond technical and operational support, MoosBox also provides clear assistance on the most sensitive subject: music licences. In our MoosBox Legal Protocol you’ll find a transparent explanation of how direct licensing works, why you don’t need to pay PRS, PPL or ANY OTHER COLLECTING SOCIETY, and how your rights are safeguarded with official documents and certificates for display.
This means that when we talk about support, we don’t stop at the technical side of the platform: we also guide you through the legal and regulatory aspects, ensuring your in-store radio is always compliant, with no risks and no double payments.
music and support, without interruptions
With MoosBox support is never a problem: you always get the right help, at the right time.
- For learning and self-management, there’s the free first level.
- For complex situations, there’s the professional second level, which may require paid tickets.
👉 Want to try it now?
– Activate your 14-day free trial and explore chatbot, guides and video tutorials.
– Or open a ticket to receive advanced assistance from our technical team.
Your in-store radio deserves the same care you give your customers. With MoosBox support, you have an ally always by your side.
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