Our core office hours are Monday – Friday between 9am and 3pm.
Limited support is provided outside of these hours.
We aim to respond to all queries within the timeframes below. During busier periods there may be slight delays – any disruptions are shown on the MalgraBooks Member Dashboard.
You can view which support methods are included in your package on the comparison table here.
Member Support
| Package | Target Response Time |
|---|---|
| Essentials | 48 hours (2 working days) |
| Advanced* | 48 hours (2 working days) |
| Premium | 24 hours (1 working day) |
| VAT / Small Business | 24 hours (1 working day) |
Premium, VAT and Small Business packages also include additional support options: video calls, WhatsApp messaging and telephone support.
* Advanced has been discontinued, but those members who still have active packages still receive this target response time.
Non-Member Enquiries
| Enquiry Type | Target Response Time |
|---|---|
| Sales / Package Enquiries | 2-3 working days |
| Procurement / Unsolicited Enquiries | 7-10 working days |
Our Performance
We believe in transparency. Below are our actual response times from our helpdesk system for the last calendar month, compared against our targets.
How We Calculate Response Times
We measure response time in working hours only. Weekends and time outside office hours are not counted.
For example: if you send a message at 4pm on Friday and we respond at 3pm on Tuesday, we count this as 23 working hours (not the full calendar time as we’re closed at weekends!).
These figures are generated automatically by our helpdesk ticketing system.
Member Queries
All queries were handled within the published timeframes.
| Service | Target | Actual* |
|---|---|---|
| Essentials | 48 hours (2 working days) | 23 hours 36 mins |
| Advanced | 48 hours (2 working days) | 17 hours 16 mins |
| Premium | 24 hours (1 working day) | 2 hours 21 mins |
| VAT / Small Business | 24 hours (1 working day) | 1 hour 8 mins |
Non-Member Queries
Non-member queries have a longer turnaround period than our support queries for existing members. However we aim to respond to these within the timeframes published below.
| Service | Target | Actual |
|---|---|---|
| Sales / Package Enquiries | 72 hours (3 working days) | 23 hours 11 mins |
| Procurement Enquries | 240 hours (10 working days) | 78 hours 54 mins |