Store down or checkout broken? Get a developer in 2 hours.
Checkout broken. Payment errors. Theme crash after an update. A BigCommerce developer begins your triage within 2 hours. No support queue, no ticket system, no waiting.
200+ BigCommerce projects completed · 80+ brands supported · Certified BigCommerce Partner
Hero: ops team monitoring live BigCommerce store
Replace with ops team at monitors during store recovery. Screen glow, focused, side angle · 800x1000
The scenarios that cannot wait.
These are the BigCommerce issues that arrive without warning. They compound fast. Each hour without resolution is orders lost.
Storefront down: no orders processing
503 errors, blank white screen, or redirect loop
Checkout is broken and payments fail
Cart abandonment spiked, payment gateway conflict
Theme crashed after app or platform update
Stencil conflict, layout broken, scripts erroring
A promotion is live and something just broke
Discount codes not applying, variant pricing wrong
A third-party integration failed and orders stopped
ERP sync stopped, shipping rates not loading, tax errors
Developer on your case within 2 hours
No queue, no ticket triage, no "next available agent"
Full diagnosis before any live change
Staging replica used when feasible. Approval required.
Fix scoped and costed before work starts
Clear estimate on the triage call. No surprise invoices.
Post-fix root-cause report within 24 hours
Written summary of what broke, why, and what prevents recurrence
Works on any build: Stencil, Cornerstone, or headless
Cornerstone, custom builds, Blueprint legacy. All covered.
Pain: merchant discovering BigCommerce store error
Every minute your store is down
An average BigCommerce store loses $240 to $1,400 per hour during downtime
Replace with founder at desk discovering critical store error. Natural window light, shallow depth of field · 1200x400
From first alert to store live in under 4 hours.
Every emergency follows the same five phases. You see what is happening at each stage. No silence, no mystery.
Brief received and triage assigned
A qualified BigCommerce developer reviews your submission and opens the incident channel.
Triage call: diagnose the root cause
15-minute screenshare to confirm the scope, access requirements, and fix approach.
Fix scoped: your approval before any change
Estimate shared in writing. You authorize the fix. Nothing touches your live store without sign-off.
Fix implemented and QA verified
Developer resolves the issue in staging where possible, then applies to live with real-time QA.
Root-cause report delivered
Written summary: what broke, why it broke, what prevents recurrence, and recommended next steps.
Root cause identified
Stripe v3 app update introduced a conflicting script load order with the active theme's custom checkout JS.
Affected scope
Checkout step 2 only. Cart, product pages, and account pages unaffected.
Proposed fix
Defer custom script load after Stripe init. Estimated 40 minutes in staging, then live push with QA.
| Fix type | Script load order patch: Stencil theme |
| Estimated hours | 1.5 hours |
| Environment | Staging first, then live |
| QA included | Yes |
| Root-cause report | Yes: within 24 hours |
[10:52]Staging branch created from theme v3.14.2
[10:58]Script deferral applied: checkout.js line 412
[11:06]Staging QA: checkout flow confirmed working
[11:09]Client QA approval received
[11:14]Live deploy initiated
[11:16]Live QA pass: test order placed successfully
[11:17]STORE LIVE: Checkout restored
[11:17]Incident duration: 2 hours 03 minutes
What broke
Stripe Payments App v3.1 introduced an async script that initialised before the theme's custom checkout module, causing a race condition on page load.
What we changed
Added a deferred load listener for custom checkout JS. Theme version 3.14.3 deployed to live at 11:17 AM.
To prevent recurrence
- Test app updates in staging before live push
- Enroll in monthly maintenance retainer for proactive monitoring
Exactly what you get. No ambiguity.
A developer starts your triage within 2 hours on any business day. No exceptions on confirmed incidents. Average actual response: 54 minutes.
Most critical-path issues are resolved within 4 hours of the triage call. Complex custom-code fixes take up to 8 hours.
Works across every BigCommerce build type
- Stencil and Cornerstone themes
- Custom Stencil builds
- Headless BigCommerce (Next.js, Nuxt)
- Blueprint legacy stores
- Third-party app integrations
Scoped before work starts
Triage call
Free
Diagnostic call, no obligation to proceed
Emergency fix
From $250
Quoted per incident, billed on resolution
Scoped before work starts · Line-by-line pricing · No commitment to request a triage call
Emergency support does not cover the following. See linked services instead:
- Full store rebuilds: see BigCommerce Store Rescue
- Ongoing monthly maintenance: see Support and Maintenance
- Feature development sprints: see BigCommerce Bug Fix Services
- Platform migrations: see BigCommerce Migration Services
What happens after the emergency is resolved.
Proof: Off Grid Knives team reviewing post-recovery revenue analytics
Replace with small brand team reviewing post-recovery analytics dashboard, natural light, side angle, focused energy · 1600x520
Off Grid Knives
Outdoor / BladesCustom BigCommerce store with ongoing support and digital marketing across a competitive, advertising-restricted market.
Annual revenue at peak, up from $1M at engagement start
Revenue growth in three years of ongoing BigCommerce support
Organic ranking for primary product keywords post-optimization
Challenge
The existing BigCommerce setup had performance gaps and limited optimization in a market where advertising restrictions made organic and technical performance the primary growth lever.
Solution
We rebuilt the store on custom BigCommerce with deep UX research. We optimized the Stencil theme and the SEO architecture. We improved the order system and added Klaviyo email. A developer stayed on call throughout.
Result
Revenue grew from $1M to $3.8M a year in three years. A developer was always available, so we fixed issues before they became emergencies. Conversion and traffic gains held throughout.
Other implementation partners bury urgent help in support queues.
Most partner agencies treat emergency requests as standard tickets, routed, queued, and responded to in 24 to 72 hours. When your store is down, that is not support. Here is what makes emergency response here different.
A dedicated developer, not a helpdesk agent
Typical partner support routes your emergency to a general helpdesk. Here, a senior BigCommerce developer takes your incident. This person has built production Stencil stores. They do not read from a script. You talk directly to the person fixing your store.
SLA in writing, not a landing page promise
We document the 2-hour response commitment in your engagement. If triage does not begin in that window on a confirmed incident, escalation starts automatically. Other partners say "fast response" with no binding commitment. This is a contract term, not marketing copy.
Post-fix report that prevents the next emergency
Every resolved incident includes a written root-cause analysis within 24 hours. It names what broke, exactly why it broke, and the two or three steps that prevent it recurring, including whether a monthly maintenance plan would catch this class of issue before it affects the live store.
| Capability | Typical partner | Redefine |
|---|---|---|
| Named developer on your incident | No | Yes |
| Sub-2-hour triage SLA in writing | No | Yes |
| Fix scoped before any live change | Rarely | Always |
| Headless BigCommerce support | Limited | Yes |
| Post-fix root-cause report | No | Every incident |
| No retainer required to access emergency support | Often bundled | Yes: per incident |
BigCommerce emergency support FAQ
A qualified BigCommerce developer starts triage within 2 hours of your brief. For a site-down or checkout-broken emergency during business hours, triage often begins within 60 minutes.
Storefront completely down or throwing errors. Checkout broken or payment processing failed. A recent update broke core functionality. A third-party app conflict is disrupting the buyer flow. A critical campaign is live and a bug is costing orders. If customers cannot buy, it qualifies.
Yes. The team works across Cornerstone, custom Stencil themes, headless BigCommerce builds (Next.js, Nuxt, custom), and Blueprint legacy stores. Access requirements are confirmed on the triage call before any changes touch your live environment.
Submit your store URL, a description of what broke and when it started, and any error messages you can screenshot. A developer will confirm access requirements on the triage call. You do not need to prepare a technical brief: describe what you see, not what you think caused it.
Emergency support is scoped per incident. You receive a clear estimate before work begins. The triage call is free. There is no retainer required and no ongoing commitment unless you choose to upgrade to a monthly support plan after resolution, which most clients on recurring issues find valuable.
Submit your brief. Get a developer in 2 hours.
Describe what broke. A BigCommerce developer reviews your submission and opens the incident channel. No queue, no ticket system.
No commitment. No pitch. Triage call is free.
Response in 2 hours
On confirmed incidents, any business day
Scoped before work starts
No surprise invoices
Certified BigCommerce partner
200+ BigCommerce projects delivered
You own all the code
No lock-in, full IP transfer
Tell us what is broken
Triage call within 2 hours · No pitch · No commitment to proceed
Related BigCommerce support services
BigCommerce Support and Maintenance
Monthly retainer with proactive monitoring, prevents emergencies before they happen
BigCommerce Bug Fix Services
Scoped, one-off fixes for non-critical issues that need a developer but not emergency urgency
BigCommerce Store Rescue Services
Full store takeover for projects that have stalled, broken beyond quick fixes, or been abandoned mid-build
BigCommerce Growth Retainer
Ongoing CRO, SEO, and development sprints for stable stores focused on revenue growth