BigCommerce Support & Retainers
SLA-backed support for mission-critical BigCommerce storefronts — theme and app maintenance, performance monitoring, incident response, security patching, and B2B Edition / Multi-Storefront coverage from a named engineering team.
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Who It's For
Support That Treats Your Store Like Revenue, Not a Ticket
BigCommerce support gets messy when it's split across a freelance developer, a marketplace app vendor, and a chat queue. We run it as one engineering team with a named lead, defined severities, and the Elite BigCommerce Partner escalation path when a platform-side issue is in play. The goal is fewer surprises and a roadmap that doesn't stall every time something breaks. Need new feature work? Loop in our BigCommerce developer bench, BigCommerce designers, Stencil templates studio, or BigCommerce SEO team without re-onboarding a vendor.
Three Retainer Tiers
Match the Tier to the Risk
Most clients start on Maintenance or Growth and step up to Mission-Critical SLA ahead of a launch, a replatform, or peak season. Tiers move both directions.
Maintenance
Steady-state coverage for stable storefronts. Theme and app updates, security patching, monthly Core Web Vitals review, and a named engineer who already knows your stack.
- ›Stencil / Catalyst theme patching
- ›App updates and deprecation watch
- ›Monthly CWV and uptime report
- ›Business-hours response window
Growth
Maintenance plus a roadmap. Sprints reserved for feature work — PDP iterations, Page Builder additions, integration changes, B2B Edition tuning — alongside ongoing ops coverage.
- ›Reserved sprint capacity each month
- ›Quarterly platform audit and roadmap
- ›Same-day response on priority issues
- ›Shared backlog with the engineering lead
Mission-Critical SLA
For storefronts where downtime is measured in lost revenue. Defined incident severities, response and resolution targets, after-hours pager rotation, and direct line to BigCommerce's merchant success team via our Elite Partner status.
- ›P1 response targets under one hour
- ›After-hours and weekend coverage
- ›Quarterly incident review and chaos drill
- ›Elite Partner escalation to BigCommerce
What's Covered
Day-to-Day Coverage
Theme & App Maintenance
Stencil theme patches, Cornerstone version upgrades, Catalyst dependency updates, and BigCommerce app refreshes (Klaviyo, Recharge, Yotpo, Searchspring, Klevu, Rebuy, Nosto). We track app deprecation notices so you don't learn about them at checkout.
Performance Monitoring
Core Web Vitals tracked from real-user data (LCP, INP, CLS), synthetic checks on PDP / PLP / cart / checkout, image and asset budget enforcement, app-footprint reviews, and CDN cache hit analysis.
Incident Response
Defined P1 / P2 / P3 severities with response and resolution targets, structured incident logs, root-cause writeups, and post-incident remediation tickets — so the same outage doesn't happen twice.
Security & Compliance
Security patching, dependency audits, PCI scope review, accessibility (WCAG 2.2 AA) regression checks, and admin user / API token hygiene. Headless storefronts on Vercel / Netlify get edge config and secret rotation included.
B2B Edition & Multi-Storefront
Coverage extends across native B2B Edition (Price Lists, Customer Groups, company hierarchies, quote management) and Multi-Storefront setups — including channel-aware content, regional checkout, and shared catalog updates.
Post-Launch Handoff
Most support retainers we run start as post-launch handoffs from a build engagement — ours or someone else's. We onboard with a stack audit, a documented runbook, and a 30-day stabilization period before SLA clocks start.
Mission-Critical SLA
Defined Severities, Defined Targets
Severity definitions and targets are written into the retainer so there's no ambiguity when something breaks at 2am.
P1 — Storefront down or checkout broken
Under 1 hour
Mitigation under 4 hours
P2 — Core feature degraded (search, faceted nav, PDP variants)
Under 4 business hours
Fix or workaround under 1 business day
P3 — Non-blocking issue (cosmetic, single template, single SKU)
Next business day
Triaged into the next sprint
P4 — Roadmap request or enhancement
Next business day
Scoped and prioritized with you
Onboarding & Lifecycle
How We Take a Store Over
The first 30 days are stabilization — audit the stack, document the runbook, and surface anything that'll break before it does. SLA clocks start after handoff, not at contract signature.
- Stack audit and runbook handoff
- Theme and app inventory with deprecation timeline
- Core Web Vitals baseline and target budgets
- Integration health checks (ERP, OMS, CRM, PIM, email)
- Admin user, API token, and webhook audit
- Monthly health report and stakeholder review
- Quarterly platform roadmap session
- Incident postmortems with remediation tickets
BigCommerce Support — Quick Answers
What does a BigCommerce support retainer actually cover?
Theme and app updates, security patching, Core Web Vitals monitoring, defined incident response, B2B Edition and Multi-Storefront coverage, and a named engineer with context on your stack. Growth and Mission-Critical tiers add reserved sprint capacity for feature work and after-hours pager coverage. The point is one accountable team — not a queue.
How fast do you respond when something breaks?
On Mission-Critical SLA, P1 incidents (storefront down, checkout broken) get a response under one hour and mitigation targets under four hours, with after-hours pager coverage. Growth tier is same-day for priority issues. Maintenance is business-hours response. Every tier has clear severity definitions so there's no ambiguity at 2am.
Can you support a storefront we built somewhere else?
Yes — most retainers we run start that way. We open with a stack audit, document a runbook, and run a 30-day stabilization period before SLA clocks start. If we find structural problems during onboarding, we scope the remediation separately so support stays support and rebuild stays rebuild.
Related BigCommerce Services
Before, During, and After Support
BigCommerce Support FAQ
Do you cover Catalyst (headless) storefronts?
Yes. Catalyst storefronts have a different operational profile — Next.js deployments on Vercel or similar, GraphQL Storefront API, edge config, secret rotation — and we run support for them the same way we run Stencil support, with severity-tagged response targets and Core Web Vitals monitoring tuned to SSR / edge rendering.
How does Elite Partner escalation work?
As a BigCommerce Elite Partner we have direct lines into BigCommerce's merchant success and engineering teams. When a platform-side issue is in play — outage, API regression, account-level config — we escalate on your behalf rather than handing you a generic support ticket number.
Do you handle BigCommerce app and platform version updates?
Yes. Stencil and Cornerstone updates, BigCommerce API version transitions (v2 → v3 era work), Page Builder updates, B2B Edition feature rollouts, and app deprecations are all tracked centrally so your storefront doesn't silently fall behind.
What if we only need help during a launch or peak season?
We run short-term hyper-care engagements — typically four to twelve weeks around a launch, replatform, or Black Friday — with the same severity-tagged response model as a standing retainer. After the window we either roll into a standing retainer or fully hand off.
How is support priced?
Maintenance tiers are flat monthly retainers; Growth tier adds reserved sprint capacity priced per hour (starting at $185/hour); Mission-Critical SLA is priced on response targets and after-hours coverage. You'll see a band on the first call.
Will we have a named engineer or just a ticket queue?
Named engineer with a named backup, plus a delivery lead who owns the retainer. The queue is internal infrastructure — you talk to the same two people every week.
Need a BigCommerce team that answers the pager?
Tell us your storefront, your stack, and where it hurts — we'll come back with a retainer scope and SLA.