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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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Reviewed by the 1Digital® Engineering TeamLast updated:
Who It's For
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
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.
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.
Maintenance plus a roadmap. Sprints reserved for feature work — PDP iterations, Page Builder additions, integration changes, B2B Edition tuning — alongside ongoing ops coverage.
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.
What's Covered
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.
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.
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 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.
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.
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
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
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.
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.
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.
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
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.
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.
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.
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.
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.
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.
Tell us your storefront, your stack, and where it hurts — we'll come back with a retainer scope and SLA.
