Our core office hours are Monday – Friday between 9am and 3pm.
Limited support is provided outside of these hours.
We aim to respond to queries received by our team within the below timeframes, however during busier periods, we may have a slight delay. Any disruptions or changes to support timeframes are shown on the MalgraBooks Member Dashboard.
You can view which support methods are included in your package on the comparison table here.
Non-Malgra client enquires
- Sales/Package enquiries: We aim to respond to non-client queries within 2-3 working days.
- Procurement or unsolicited queries: We aim to respond within 7-10 working days.
MalgraBooks Essentials, and Advanced Packages
Queries from Essentials or Advanced clients are usually answered within 2 working days (48 hours).
MalgraBooks Premium, VAT and Small Business Packages
Fully Managed clients receive an enhanced number of support options as part of your package.
We’ll provide a response to queries within 24 hours (1 working day) and offer additional options including video calls, WhatsApp messaging and telephone based support.
Our Performance
Below are our actual statistics from our helpdesk system, showing our target response times and actual results, for the month of September 2024. We aim to update these figures at regular time periods when we review our progress.
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 |
Methodology
We base the actual wait time as starting on a working day and aim to respond within the relevant target. These figures are provided automatically by our helpdesk ticketing system.
For example, with Essentials we aim to respond within 48 hours. Where a message is sent at 16:00 on a Friday afternoon but not responded to until 15:00 on the following Tuesday afternoon, we do not count weekends as part of the process, but whole working days only – therefore this would be 23 hours.
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 |
Previous Performance (last 3 months)
| Category | Target | Jul 24 | Aug 24 | Sep 24 |
|---|---|---|---|---|
| Essentials | 48 hours | 22:26 | 21:53 | 23:36 |
| Advanced | 48 hours | 13:41 | 18:33 | 17:16 |
| Premium | 24 hours | 04:08 | 02:52 | 02:21 |
| VAT/Small Business | 24 hours | 03:46 | 01:27 | 01:08 |
| Sales | 72 hours | 28:12 | 21:57 | 23:11 |
| Procurement | 240 hours | 83:55 | 61:14 | 78:54 |
