Support policy

You have a dedicated point of contact for all template changes, bug reporting and user issues. Requests should come from a person with Account Admin status.

The best way to contact us is by email - support@brandstencil.com. This is a monitored service and your request will 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 5.30pm, Monday to Friday.

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. 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 either by telephone or email.

Minor Template Amendments

Minor template amendments (such as text changes, adding images to templates and minor design amendments) are included in your plan:

  • 6 hours for Unlimited Plan
  • 4 hours for the Advanced Plan
  • 3 hours for Standard Plan

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 48 hours of the request.

New Templates

If you have new artwork to convert into a template please get in touch. The best thing to do is send us the artwork (we prefer InDesign, but we can also work with most PDFs) and we will contact you to discuss your requirements before we give you a quote.

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, too.