This page provides an overview of the support available for BrandStencil customers. Full details of our support service, including response times and issue severity levels, are available in our Help Centre (login required).
Support centre
We are closed for account enquiries and routine support from 5pm on Monday 22nd December 2025 and reopen at 9am on Monday 5th January 2026.
If you experience a business-critical issue during this period please email support@brandstencil.com.
This inbox will be checked on a limited basis during the closure period and will not be monitored on weekends and public holidays.
Please be reassured that we will monitor platform availability during this period and will respond to any downtime issues.
Hours of support
Our support hours are from 9.00 until 5.00pm, Monday to Friday (except UK Bank Holidays and published closure days over the Christmas period).
Support response and resolution time goals apply during these standard support hours only.
How to contact us
The best way to contact us is by email at help@brandstencil.com as this is a ticketed and monitored service which means your request can be dealt with efficiently by a member of our team.
If you’ve got an urgent or complex query, or just prefer to talk, please give us a call on the dedicated number +44 1273 112768 during our standard support hours.
What we can help with
BrandStencil support covers issues and questions relating to: Platform availability and performance Integrations Templates General product questions If an issue is identified as a bug, it will be fixed as part of your service. Other requests may be scoped and quoted as additional work where appropriate.
Who can access support
Account Owners receive full support services Account Administrators may also contact support directly End users are supported primarily by the Client Product Owner, with issues escalated to BrandStencil where needed
Out of hours and critical issues
Outside of standard support hours, routine support is paused.
During office closures, we may provide limited monitoring for business-critical issues, such as loss of service or platform downtime. Details of how to raise critical issues during these periods are communicated in-app when relevant.
Details of our support policy
You can find detailed information about our support policy in our Help Docs. You'll need to be logged into your platform to access the docs.
Visit our help centreWe may amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes. This Support Policy is effective from 1 December 2017.
Last updated: 4 February 2025