Your store stays live.
Issues get fixed
before
they cost you.
Redefine provides dedicated BigCommerce store support with defined service level agreements, transparent scope, and a team that already knows your stack. No ticket queues. No mystery timelines.
Structured support versus hoping someone answers
- Critical issues receive a first response within one hour, any day of the week
- Proactive monitoring catches integration drift before customers see it
- Your specialist knows your theme, apps, and customizations before the first ticket arrives
- Monthly health reports show resolved issues and upcoming risks with no surprises
- Checkout breaks on a Friday night and nobody responds until Monday
- An app update silently breaks a critical integration and you find out from a customer
- Every developer needs a brief from scratch because nobody knows your stack
- Small issues compound into large problems because there is no proactive monitoring
Every ticket follows a defined path: not a black hole
From the moment a ticket lands to the moment it is documented and closed, every step is tracked, time-stamped, and visible to your team.
Checkout: payment gateway timeout
Klaviyo sync delay, queued
Theme font load, scheduled
Frequently asked
Our BigCommerce maintenance services cover bug fixes, theme updates, app conflicts, performance monitoring, checkout troubleshooting, third-party integration issues, and proactive store health checks. Scope boundaries are defined in your retainer so you always know what is included.
Critical issues affecting checkout or revenue receive a first response within one hour. Standard issues are acknowledged within four business hours. All tickets are triaged on receipt and routed to a specialist within your first billing cycle.
No long-term contract is required to start. Month-to-month support retainers are available. Quarterly and annual plans offer priority service level agreement tiers and dedicated account coverage.
Yes. Many clients begin with a maintenance retainer and expand into our BigCommerce Growth Retainer as their roadmap matures. Your support history gives our team context so the transition is seamless.
Every new retainer begins with a structured store onboarding: we document your theme, apps, integrations, customizations, and known risks before we handle a single ticket. You get a living store brief that updates as your stack evolves.
Honest about who we are built for
We do our best work with stores that want a long-term technical partner, not a ticket processor.
- Established BigCommerce stores doing more than $500,000 in annual revenue
- Stores with custom theme work, third-party integrations, or a complex app stack
- Teams that want proactive monitoring, not just reactive break-fix coverage
- Operators who value a dedicated specialist over a rotating pool of generalists
- You are pre-revenue or running a test store with minimal transaction volume
- You need a one-time fix with no interest in ongoing coverage
- You need a same-day emergency fix with no time to onboard a new team (see our emergency support service instead)
- Your store runs entirely on BigCommerce default apps with no customization
Not sure? Tell us your situation and we will be straight with you. Tell us your situation →
Get Expert BigCommerce Support Before the Next Issue Costs You
Tell us your store's stack, your biggest recurring pain, and your current response arrangement (if you have one). We will map a support scope to your needs in the first call.
Call within 48 hours
We review your brief and reach out fast, no waiting in a queue
Proposal in 3 days
Line-by-line scoped retainer, no mystery pricing
60 plus stores supported
Across BigCommerce merchants globally
Code ownership
Everything we build and fix belongs to you. No lock-in.