Hosting & Support
I need my website looked after
Managed hosting, security, backups, and ongoing support — so your website stays fast, safe, and current.
We take care of everything needed to keep your website running securely and reliably — hosting, updates, backups, security, and monitoring. You focus on your business.
Platform management is included in all support plans. If you're on a plan, you don't pay for hosting separately.
What's included with every platform
AWS Sydney infrastructure
Your site runs on enterprise-grade, ISO-certified data centres in Sydney. Not shared hosting. Not a resold consumer plan.
Daily and monthly backups
Daily backups kept for 7 days. Monthly backups kept for 12 months. If something goes wrong, we restore it.
Security and monitoring
SSL certificates, malware scanning, server patching, and 24/7 uptime monitoring. Hosting monitoring runs around the clock — support requests are handled during business hours.
Support plans
A monthly bank of hours for content updates, design changes, new pages, fixes, or improvements. Platform management is included in every plan. The right plan depends on your digital maturity — Starter suits Foundation-stage businesses, Growth and Scale suit Tactical and Strategic stages.
Starter — $650/month
4 hours per month. Standard response times. Ideal for businesses that need occasional updates and a team that knows their site.
Growth — $1,270/month
8 hours per month. Faster response times. For businesses making regular improvements and keeping content current.
Scale — $2,275/month
16 hours per month. Priority response, dedicated account manager, test environment, and monthly check-in. For businesses where the website is a core part of operations.
Enterprise — from $3,500/month
Custom hours and scope. For organisations with complex platforms, high-volume change requirements, or dedicated development needs.
Platform pricing
| Price | |
|---|---|
| Standalone Platform | $150/month, or $1,584/year |
| All prices exclude GST |
Platform is included in all support plans. If you're on a plan, you don't need to purchase this separately.
What your support hours can be used for
- Adding or updating content — text, images, documents
- Adding new pages or sections
- Design or layout changes
- Installing or configuring tools and plugins
- Technical troubleshooting
- Advice and recommendations
Submit a request via email or our support portal. We'll triage, confirm timing, and get it done. Hours are tracked and reported monthly. Need more hours in a given month? Additional hours are available at your plan's hourly rate.
Response times
| Priority | What it means | Starter | Growth | Scale / Enterprise |
|---|---|---|---|---|
| Standard | Routine requests | Reply within 8 hrs, done within 5 days | Reply within 8 hrs, done within 3 days | Reply within 6 hrs, done within 2 days |
| Urgent | Something broken | Reply within 4 hrs, done within 12 hrs | Reply within 2 hrs, done within 8 hrs | Reply within 1 hr, done within 6 hrs |
| Critical | Site down or security incident | Reply within 1 hr, done within 4 hrs | Reply within 15 min, done within 2–4 hrs | Reply within 15 min, done within 2 hrs |
Response times apply Monday–Friday, 9am–5:30pm Sydney time (excluding NSW public holidays). Hosting monitoring runs 24/7.
Common questions
Do I really need managed hosting — can't I just manage updates myself? You can. But plugin and theme updates can break things, particularly on ecommerce sites or sites using complex page builders. We apply updates methodically, test before and after, and roll back if something goes wrong. Most clients discover they weren't doing updates consistently once they have someone else doing it — and that's exactly when sites get compromised.
My current host says they handle updates. Is that the same? Sometimes, sometimes not. Most shared hosting providers run automated bulk updates — which is fine for WordPress core, but dangerous for plugins, where compatibility issues are common. Our process is manual, tested, and logged.
Where is my site hosted, and who has access to it? Your site runs on AWS infrastructure in Sydney, Australia — enterprise-grade, ISO-certified data centres. The only people with access are the String Theory team. We don't host on shared servers or resell consumer-grade plans.
What happens if my site gets hacked? Our security scanning catches the vast majority of threats before they become a problem. If something does get through, we treat it as a Critical incident — response within 15 minutes for our higher-tier plans. We document what happened, remediate it, and advise on how to prevent a recurrence.
What if I use more hours than my plan includes? We'll flag it before going over — you won't receive an unexpected bill. You can approve additional hours at your plan's hourly rate, defer the work to next month, or we can discuss moving to a higher plan.
Why not just call a freelancer when I need something? You can, and for occasional, well-scoped work that can work. The difference with a plan is continuity — a team that already knows your site, your brand, and your history. No briefing from scratch each time. No waiting to find someone who's available.
Not sure where you sit?
Our free tools can help you understand your current digital maturity and identify what to focus on next.
What else do you need?
All Services
Our approach to helping businesses at every stage.
My website isn't performing
Diagnose what's wrong with data, not guesswork.
I need a website
Strategy, design, and development as one process.
I need to be found
SEO, Google Ads, and content strategy.
I need technical help
Dedicated developers embedded in your workflow.
Get in touch to talk about what your website needs.