Support policy

This Support Policy describes what support you can expect from the BrandStencil support service. If you have questions about this Support Policy please contact us.

We 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.

Contacting us

The best way to contact us is by email at 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 01273 434676.

Our support hours are from 9.30 until 6pm, Monday to Friday.

Account set up

During account set up the Account Administrators have access to; consultation, training, user guides and telephone support.

Customer support

You have a dedicated point of contact for all template changes, bug reporting and user issues.

Customer support is available to all Account Administrators with a maximum of 5 Account Administrators given the ability to escalate queries to us.

BrandStencil provides 2nd tier support for end users. This means that end user application support is provided primarily by the Account Administrators but end user issues can be escalated to us by the Account Administrators.

Response & resolution times

Critical issues

In the unlikely event that you cannot access your account or it’s severely impaired, please get in touch by email or phone and we will respond within 1 hour of notification (within our stated support hours). We will attempt to resolve any critical issues immediately. If for any reason this isn’t possible we will provide you with a full report and details of when the issue is likely to be resolved.

Other issues

We will respond to other support requests within 24 hours (within our stated support hours) either by telephone or email. Where work is required we will schedule the work and inform you of the timetable. Most work taking up to 1 hour can be carried out within 48 hours of notification.

Template amendment package

You have a number of hours for template amendments support included in your annual plan. This is available for minor modifications (such as text changes, adding images or minor design amendments) to existing templates in blocks of up to 30 minutes.

These types of small changes usually take between 30 minutes and 1 hour, depending on the number of assets that need to be updated. For anything longer than this, or for new templates, we will send a quote for your approval.

Most work taking up to 1 hour can be carried out within 72 hours of the request (within our stated support hours).

New template services

If you have new artwork to convert into a template please get in touch. It's useful to know;

Template creation requests are costed individually based on the time required to deliver the requirements for each item of artwork.

Costs are based on the complexity of the design and editable regions as well as time required for asset creation.

As a guide:

  1. Simple templates requiring no dynamic or conditional elements: 2-4 hours
  2. Smart templates requiring dynamic or conditional elements: minimum 6 hours
  3. Additional sizes or orientations: 1 hour for each addition
  4. To create templates we prefer artwork in an InDesign format and all assets in high resolution.
  5. Artwork and assets supplied in other formats may take additional time to convert and as such may incur a further cost.

​Template delivery process

We follow a clearly defined process for template delivery which allows you enough time to review, test and feedback.

We require; final artwork, scope agreed and quote approved before we schedule work. Following this;

  • Week 1: Your template is developed and delivered for review by the end of week 1.
  • Week 2: You have a 7 day review period to provide consolidated feedback in week 2.
  • Week 3: Final amendments are delivered by the end of week 3.
  • Week 4: Your template is complete for your final review and ready for launch in week 4.

Warranty period

We offer 60 days warranty for bug fixing from when your template is complete. Please note this does not cover change requests.

Post warranty - bug fixes will be allocated to your template amendment plan or quoted.

Creative design services

If you don’t yet have artwork for your template and need help with creative design, we can provide a quote to help with that. Please get in touch to discuss your requirements.

+44 (0)1273 434676