BigCommerce Support and Maintenance
Your store stays live.
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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.
0
average first response for critical issues
0
BigCommerce stores supported
0%
service level agreement met rate across all retainers
Submit brief → call within 48 hours → scoped retainer proposal in 3 days → first ticket handled within 1 week of sign-off
Your team's involvement during onboarding is typically 2 to 3 hours, one store brief review, async approval of the monitoring scope, and a 30-minute intro call. We handle everything else.
1-hour critical response
4-hour standard response
Dedicated specialist assigned
Store health: All systems operational
99.9%
Uptime
1.2s
Load time
0
Open criticals
The support gap
Structured support versus hoping someone answers
With Redefine BigCommerce support
- 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
This month
14issues resolved before client noticed
Without structured support
- 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
Response and triage process
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.
1Ticket received
2Severity triage
3Specialist assigned
4Fix in progress
5Resolved and documented
#BC-4821
P1 CriticalCheckout: payment gateway timeout
Stencil themeStripe
Service level agreement clock startedunder 1-hour target
#BC-4819P2
Klaviyo sync delay, queued
#BC-4817P3
Theme font load, scheduled
Common questions
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.
Is this the right fit?
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.
Good fit for...
- 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
Not a fit if...
- 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 →
Talk to a BigCommerce support lead
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.
Submit brief → call within 48 hours → scoped retainer proposal in 3 days → first ticket handled within 1 week of sign-off
Your team's time investment across onboarding is typically 2 to 3 hours, one store brief review, async approval of your monitoring scope, and a 30-minute intro call. We handle everything else.
What support do you need? (select all that apply)
Call within 48 hours · proposal in 3 days · Sprint 1 within 1 week of sign-off
Brief received
We will review your workflow and send a scoped retainer proposal within 3 business days.
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.