BigCommerce emergency support
Your store is down.
Your store is down.
Get
emergency help
within 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.
Developers available now
47 emergencies resolved this quarter
Submit brief → triage call within 2 hours → fix underway same day → post-fix report within 24 hours
Your team needs to be available for one 15-minute triage call and async approval before any change touches your live store. We handle diagnosis, fix, and QA.
200+ BigCommerce projects completed · 80+ brands supported · Certified BigCommerce Partner
Hero: ops team monitoring live BigCommerce store
Response SLA
< 2h
Developer triage begins
Replace with ops team at monitors during store recovery. Screen glow, focused, side angle · 800x1000
When every minute costs revenue
The scenarios that cannot wait.
These are the BigCommerce issues that arrive without warning. They compound fast. Each hour without resolution is orders lost.
The situation now
Storefront down: no orders processing
503 errors, blank white screen, or redirect loop
Checkout breaking: payment not processing
Cart abandonment spiked, payment gateway conflict
Theme crashed after app or platform update
Stencil conflict, layout broken, scripts erroring
Active promotion and something breaks mid-campaign
Discount codes not applying, variant pricing wrong
Third-party integration failure disrupting orders
ERP sync stopped, shipping rates not loading, tax errors
With Redefine emergency support
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 theme, headless or Stencil
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
Response process
From first alert to store live in under 4 hours.
Every emergency follows the same five-phase structure. You know what is happening and when at every stage. No silence, no mystery.
1
0 to 30 minutes
Brief received and triage assigned
A qualified BigCommerce developer reviews your submission and opens the incident channel.
2
30 to 60 minutes
Triage call: diagnose the root cause
15-minute screenshare to confirm the scope, access requirements, and fix approach.
3
60 to 90 minutes
Fix scoped: your approval before any change
Estimate shared in writing. You authorize the fix. Nothing touches your live store without sign-off.
4
90 minutes to 4 hours
Fix implemented and QA verified
Developer resolves the issue in staging where possible, then applies to live with real-time QA.
5
Within 24 hours
Root-cause report delivered
Written summary: what broke, why it broke, what prevents recurrence, and recommended next steps.
New incident briefReviewing
Store URLclientstore.mybigcommerce.com
Issue typeCheckout broken
StartedToday, 09:14 AM (approximately 45 minutes
ago)
DescriptionPayment step throws JS error after Stripe app
update. Cart page loads fine.
Assigned toSenior BigCommerce Developer, acknowledged 2 min
ago
Diagnosis in progressLive call
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.
Estimate summaryPending sign-off
| 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 |
Waiting for client approval to proceed
[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
Scope and SLA
Exactly what you get. No ambiguity.
Response SLA
< 2h
Developer triage begins within 2 hours of your brief submission, any business day, no exceptions on confirmed incidents.
Average actual response: 54 minutes
Time to resolution
< 4h
Most critical-path issues are resolved within 4 hours of the triage call. Complex custom-code fixes take up to 8 hours.
Checkout / payment
1 to 3 hours
Theme crash
2 to 5 hours
App conflict
1 to 4 hours
Custom JS bug
2 to 8 hours
Platform coverage
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
Emergency pricing
No retainer requiredScoped 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
Out of scope
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
Proof: BigCommerce results
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
Client
Off Grid Knives
Outdoor / BladesCustom BigCommerce store with ongoing support and digital marketing across a competitive, advertising-restricted market.
$3.8M
Annual revenue at peak, up from $1M at engagement start
3x
Revenue growth in three years of ongoing BigCommerce support
#1
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
Custom BigCommerce build with deep user experience research, Stencil theme optimization, search engine optimization architecture, order system improvements, and Klaviyo email marketing, supported by ongoing developer access.
Result
Revenue scaled from $1M to $3.8M annually in three years. Consistent developer availability meant issues were resolved before they became emergencies, with conversion and traffic gains sustained throughout.
Why Redefine
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 is assigned to your incident, someone who has built production Stencil stores, not someone reading a script. You speak directly to the person fixing your store.
SLA in writing, not a landing page promise
The 2-hour response commitment is documented in the engagement. If triage does not begin within that window on a confirmed incident, escalation procedures are triggered automatically. Other implementation partners often state "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 |
Questions before you submit
Straight answers.
A qualified BigCommerce developer begins triaging within 2 hours of your brief submission. For critical site-down or checkout-broken scenarios 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.
Is this right for you?
Is this the right support for you?
Good fit
- Your store is currently down or has a critical bug costing live orders
- You need a fix within hours, not days, and want a named developer working on it
- You experienced a break after a BigCommerce platform update, app change, or theme push
- You need a one-time incident resolved without signing up for a monthly retainer
- You are on Stencil, headless, or Blueprint and need someone who knows the platform
Not the best fit
- You want a full store rebuild or redesign: see BigCommerce Store Rescue Services
- You need an ongoing developer on retainer for regular updates: see BigCommerce Support and Maintenance
- You are planning a migration from another platform: a different scope applies
- The issue is a feature request, not a break: see BigCommerce Bug Fix Services
Not sure? Tell us your situation and we will be direct with you about which service fits.
Get urgent BigCommerce help
Submit your brief. Developer assigned within 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
Submit Brief, Get My Triage Call
Triage call within 2 hours · No pitch · No commitment to proceed
Brief received.
A BigCommerce developer will review your situation and reach out to schedule the triage call within 2 hours. You will receive an email confirmation shortly.
Triage call → fix scoped → store live → root-cause report
within 24 hours
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
Continuous conversion rate optimization, search engine optimization, and development sprints for stores past the stability stage and focused on revenue growth