Help & Support

Our solutions are simple, robust and effective, but still come with a complete package of support, to ensure that you always get the best out of them.

Client Helpline

The core of this support rests on our manned client helpline, which is staffed 9am-9pm GMT, 7 days per week.  Outside of these hours you may get an answer but we do not guarantee it, though you would always be able to leave a voicemail, which we would respond to on the next working day.  The operators on this line are drawn from our client services and studio departments, and can fix most queries over the phone.  If anything more is required, they can pass the issue on to the relevant department.  The helpline number is only available to clients, and can be found in various locations: in your original welcome email, if appropriate; in the top right-hand corner of the MarzipanMedia site after login, and on the front of any machines supplied by us.  In addition to our phone support, you can also reach us by email, which we check and respond to throughout our working day.

Client Care

Our dedicated client care department can advise you on any aspect of your system and service.  They will also handle upgrades and carry out courtesy calls to check that you remain happy with us.

Studio

Our studio team are available to answer any queries relating to music selection.  They are also responsible for maintaining the music and music video database, and ensuring that it is complete and up-to-date.  This includes sourcing any music specifically requested by individual clients, which is a function that is built into our MarzipanMedia service.  The profilers are also part of the studio team, and as well as updating custom playlists and managing brand profiles for those clients paying for that service, they are also responsible for maintaining our automatic update playlists (e.g. current chart) and our ‘Default Profiles’, which are the broadly industry-appropriate profiles available to all clients.

Engineers

We have a network of engineers across the UK, who carry out jobs ranging from setting up machines, to full audiovisual system installations.  They are also responsible for repair and maintenance work, as required.  We are in the process of developing links with similar service providers worldwide, so please get in touch if you think you can offer these services, or if you need a service provider in your area.

Ancillary Services

We also work with a network of recording artists, advertising agencies, graphic designers and studios, to provide advert production services.  Outsourcing this activity enables us to offer the widest range of voices, accents and graphic design and video specialisms.  That way, we can be sure of sourcing the best option for each client.

For those who don’t have access to our client helpline, these departments can all be contacted or accessed through the main office switchboard: +44 (0) 1324 711011.  This is open between 9am and 5:30pm GMT, Monday to Friday.