Your store stays live.
Issues get fixed
before
they cost you.
Redefine gives you dedicated BigCommerce support with clear SLAs, 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
Every step is tracked, time-stamped, and visible to your team. You see a ticket from the moment it lands to the moment it closes.
Checkout: payment gateway timeout
Klaviyo sync delay, queued
Theme font load, scheduled
BigCommerce support and maintenance FAQ
We cover bug fixes, theme updates, app conflicts, and performance monitoring. We also handle checkout troubleshooting, integration issues, and proactive health checks. Your retainer defines every scope boundary, so you always know what is included.
Critical issues that affect checkout or revenue get a first response within one hour. We acknowledge standard issues within four business hours. We triage every ticket on receipt and assign a specialist in your first billing cycle.
No. You can start month-to-month with no long-term contract. Quarterly and annual plans add priority SLA tiers and dedicated account coverage.
Yes. Many clients start with a maintenance retainer and move into our BigCommerce Growth Retainer as their roadmap grows. Your support history gives us full context, so the transition stays smooth.
Every retainer starts with structured onboarding. We document your theme, apps, integrations, customizations, and known risks before we touch a ticket. You get a living store brief that updates as your stack changes.
Get Expert BigCommerce Support Before the Next Issue Costs You
Tell us your store's stack, your biggest recurring pain, and your current support setup. We will map a support scope to your needs on the first call.it brief → call within 48 hours → scoped retainer proposal in 3 days → first ticket handled within 1 week of sign-off
Your team spends about 2 to 3 hours onboarding: one brief review, async scope approval, and a 30-minute call. We handle the rest.
Call within 48 hours · proposal in 3 days · Sprint 1 within 1 week of sign-off
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.