Why Website Support Matters
Keep your website secure, fast and running smoothly with proactive maintenance and reliable support.
Prevent Downtime
Keep your website online and available whenever your customers need it.
Stay Secure
Protect your website from vulnerabilities, malware and security threats.
Better Performance
Improve loading speeds and optimise your website for a better user experience.
Always Up to Date
We keep your website's software, plugins and themes updated.
HOW IT WORKS
How Our Support Works
From your first request to ongoing website care, our simple four-step process ensures your website remains secure, reliable and performing at its best.
01. Raise
Raise your support request through the Bracket portal, providing the details we need to investigate and resolve the issue quickly.
02. Assess
Our team investigates the issue, identifies the cause and carefully plans the most effective solution for your website.
03. Resolve
We implement the solution, thoroughly test your website and make sure everything is working exactly as it should.
4. Complete
After final testing, we close your support request and return your website fully operational and ready to use.
What's Included
Discover what's included in our website support service, designed to keep your website secure, reliable and performing at its best.
Website Updates
Keep your CMS, plugins and themes updated to ensure your website remains secure, stable and fully compatible.
Security Monitoring
Proactively monitor your website to detect and resolve potential security threats before they become an issue.
Regular Backups
Automatic backups allow your website to be restored quickly, providing peace of mind if the unexpected happens.
Performance Optimisation
Improve loading speeds and overall performance to deliver a faster, smoother experience for your visitors.
Technical Support
Receive friendly, expert assistance whenever you need help with your website or technical issues.
Ongoing Improvements
We continuously review your website and make recommendations to help it evolve alongside your business.
SUPPORT, WITHOUT THE STRESS
Reliable Support You Can Always Trust.
Keep your website secure, reliable and up to date with support from Hawthorne Digital. From maintenance and content changes to improvements and assistance, our team is here to help. With our Bracket portal, requesting support is simple, giving you peace of mind as your business grows.
SUPPORT, SIMPLIFIED
Introducing Bracket, Your New Website Support Portal
With Bracket, managing your website support is simple. Our dedicated customer portal gives you one convenient place to raise requests, track progress, receive updates and stay connected with Hawthorne Digital.
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Built around simplicity and transparency, Bracket gives you greater visibility over your website support and services while our team handles the technical work behind the scenes. Everything you need, all in one easy-to-use platform.
Essential Support
From £44.99 Per Month
Business Support
From £84.99 Per Month
Premium Support
From £114.99 Per Month
Need something else?
We can create a bespoke support package tailored to your website and business requirements.
FAQs
Website Support FAQs
We've answered some of the questions we're asked most often about our website support service, from how to request assistance and track support requests to what you can expect when working with Hawthorne Digital. If you can't find the answer you're looking for, our team is always happy to help.
You can contact us through our support portal, where you can submit and track support requests in one convenient place. This helps us keep everything organised and ensures your request is handled efficiently.
Our support service can help with a range of website-related issues, updates, changes, and general assistance. If you're unsure whether something is covered, you can contact us through our website or, if you already have access to our support portal, raise a support request there. We'll review your request and let you know how we can help.
Yes. Clients can continue to use our support portal for as long as their website remains hosted with Hawthorne Digital, giving you an easy way to request assistance whenever you need it.
Yes. We can help with website updates and content changes after your website has launched. Depending on the size and complexity of the request, additional charges may apply.
We aim to respond to support requests as quickly as possible during our normal working hours. Response times can vary depending on the nature and complexity of the request.
Yes. Our support portal allows you to keep track of your requests and see updates as your support query progresses.
If you experience an issue with your website, you can report it through our support portal. We'll investigate the issue and work to resolve it as quickly as possible.
Yes. We can provide assistance with domains and professional business email services that are managed through Hawthorne Digital.
Emergency support is not currently available as part of our standard support service. However, we are looking at bringing in additional resources to introduce an emergency support service in the near future. In the meantime, if you experience a critical issue, please raise a support request through our support portal and we'll assess the issue and work to resolve it as quickly as possible.
Absolutely. Our support isn't just for technical problems. If you're unsure how something works or need guidance with your website, you can contact us through the support portal and we'll do our best to help.
For larger updates, new functionality, additional pages, or significant changes, we'll review your requirements and provide a separate quotation if necessary.