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.

Updated: 22 May 2023

Hours of support

Our support hours are from 9.00 until 5.00pm, Monday to Friday (except UK Bank Holidays or some days over the Christmas period).

Please don't hesitate to drop us an email at help@brandstencil.com if you need some help. See below for details on our response and resolution times.

Types of support

You have a dedicated point of contact for reporting; bugs, service availability issues, user issues, template amendments and any other requests.

Support for Client Product Owners

Full service support is available to Client Product Owners - this is the team who purchased the BrandStencil account.

Support for Account Administrators

We provide support to anyone with Account Administrator permissions, they can contact us directly through your account.

Support for End-Users

BrandStencil provides 2nd tier support for end users. This means that end user application support is provided primarily by the Client Product Owners but end user issues can be escalated to us. You can update your support email address - read this in our help docs to find out how.

Client Product Owner support obligations

1. Support is requested using the correct channels; help@brandstencil.com or 01273 434676
2. The Client Product Owner will appoint 2 individuals as primary contacts for support queries.
3. The Client Product Owner will provide a detailed description of the support required along with enough information to recreate any reported error.
4. Where an error relates to an integration with another system or third party product the Client Product Owner agrees to provide access to a technical representative who has knowledge of the integration and / or other system including any changes to the configuration or environment.

BrandStencil support obligations

1. BrandStencil will always endeavour to resolve issues as swiftly as possible, we recognise that the Application is key to your business.
2. In all cases, we will make our best efforts to resolve issues and will provide you with frequent progress reports.
3. However, we are unable to provide guaranteed resolution times because the nature of issues can vary enormously.
4. We will assign an issue type based on the information we receive and will communicate this with you.

Service availability

1. The BrandStencil server is constantly monitored. Should the service go offline, it will be automatically restarted.
2. It is understood that, in order to use the application effectively, a modern browser is required and a stable internet connection.
3. As a SaaS product BrandStencil is constantly being updated, under normal circumstances these updates will not interrupt use of the application. For information on these updates please refer to our Change log.
4. View a current uptime status report here.

You can find out more about our security processes here.

Maintenance

1. Scheduled maintenance is required from time to time. BrandStencil will give the Client Product Owner at least ten Business Days’ notice of any scheduled maintenance and the time required will not exceed 4 hours in any 24 hour period.

2. Emergency unscheduled maintenance will be carried out only if it is deemed necessary to avoid any immediate threat to the environment or customer sites. BrandStencil will advise the Client Product Owner of any emergency unscheduled maintenance as soon as possible. The Client Product Owner will be responsible for notifying Users.

Response & resolution time goals

Response time is our goal for responding to a reported issue and resolution time is our goal for solving and closing the issue.

Business critical issues

Loss of service or a critical feature is unavailable affecting a significant proportion of the Application functionality

• Initial response time goal: 1 hour

• Resolution time goal: BrandStencil will use continuous efforts with appropriate escalation to provide a resolution as soon as is commercially reasonable within standard support hours.
  

Business critical issues - integrations

Loss of service affecting the Application or other business systems that integrate with the Application.

• Initial response time goal: 1 hour

• Resolution time goal: BrandStencil will use continuous efforts with appropriate escalation to provide a resolution as soon as is commercially reasonable within standard support hours.

Urgent issue

Intermittent issues or reduced service affecting functions but workaround is available or the Application is operational.

• Initial response time goal: 1 day

• Resolution time goal: BrandStencil will work to provide a resolution as soon as is commercially reasonable within standard support hours.

General issues

Product questions, how-to questions, feature requests. Help Docs are provided as initial port of call.

• Initial response time goal: 2 days

• Resolution time goal: BrandStencil will take all requests into consideration but is under no obligation to deliver enhancements based on feature requests.

Template amendment support

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.

• Initial response time goal: 1 day

• Resolution time goal: 1 week

Account set up

During account set up the Client Product Owners have access to; consultation, training, user guides and telephone support.

New template services

If you have new artwork to convert into a template please use the 'request a new template' form in the template list section of your platform.

This form calculates the costs for your template 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.

​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 we endeavour to deliver within these timescales:

• 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 30 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.

help@brandstencil.com

+44 (0)1273 434676

@brandstencil