DEDICATED BIGCOMMERCE ENGINEER
An assigned senior BigCommerce engineer assigned to your account. Not a ticket queue. Your dedicated engineer knows your store, codebase, and integrations. Direct Slack access. Response within SLA, often faster. See our BigCommerce development services.
BIGCOMMERCE BUG FIXES AND MAINTENANCE
Stencil theme fixes, app conflicts, checkout issues, and integration failures resolved by certified engineers. Full regression testing before any change goes live. No guesswork on production.
BIGCOMMERCE PERFORMANCE OPTIMIZATION
Ongoing Core Web Vitals monitoring, Lighthouse performance audits, image optimization, and app overhead reduction. Performance improvements tracked monthly. Pairs with our BigCommerce SEO services.
PROACTIVE BIGCOMMERCE MONITORING
24/7 uptime monitoring, checkout flow monitoring, payment gateway status checks, and integration health monitoring. Issues identified before they become customer-facing problems. Alert before you hear from customers.
BIGCOMMERCE APP MANAGEMENT
App installation, configuration, compatibility testing, and ongoing app management. We evaluate every app against your performance budget before installation. Conflict resolution between apps included.
BIGCOMMERCE DEVELOPMENT RETAINER
Monthly development capacity for new features, campaign builds, A/B test implementation, and platform updates. Development retainer combined with support coverage in one engagement. See our full BigCommerce development services.
MAINTENANCE, MONITORING AND GROWTH
WHY CHOOSE IWD FOR BIGCOMMERCE SUPPORT?
NAMED ENGINEER
Assigned senior BigCommerce engineer assigned to your account. Not a ticket queue. Someone who knows your store.
SLA-BACKED
SLA-backed response times for every support tier. Critical issues: 1-hour response. Standard issues: same-day.
CERTIFIED BC
Certified BigCommerce partner. Every support engineer is certified and has delivered BigCommerce projects before support placement.
US-BASED
US & EU-based BigCommerce support team. Timezone alignment, direct communication, no offshore relay.
PROACTIVE
Proactive monitoring means we identify issues before you do. You should not have to report a problem first.
16+ YEARS
16+ years of BigCommerce platform expertise. Your support engineer has seen every platform edge case and integration failure.
BIGCOMMERCE PLATFORM UPDATES
BigCommerce platform updates, Stencil theme updates, app version upgrades, and security patches applied and tested. No surprise breaking changes post-update.
BIGCOMMERCE B2B SUPPORT
Specialized BigCommerce B2B Edition support: buyer portal issues, pricing rule errors, ERP sync failures, and approval workflow problems. See our BigCommerce B2B expertise.
INTEGRATION MONITORING
ERP sync monitoring, payment gateway health checks, fulfillment integration status, and marketing tool connections. Integration failures identified and resolved before orders are affected. Includes our BigCommerce NetSuite connector support.
BIGCOMMERCE SEO MONITORING
Ongoing SEO health monitoring for BigCommerce: Core Web Vitals tracking, crawl error detection, and page performance reports. Pairs with our BigCommerce SEO services for ranking growth alongside technical health.
EMERGENCY SUPPORT
24/7 emergency response for critical BigCommerce issues: store down, checkout broken, payment failures, and data integrity emergencies. Critical SLA: 1-hour response, immediate escalation to senior engineer.
BIGCOMMERCE HEADLESS SUPPORT
Dedicated support for headless BigCommerce storefronts: Next.js frontend issues, API failures, CDN configuration, and performance regressions. See our BigCommerce headless development services.
ADVANCED BIGCOMMERCE SUPPORT CAPABILITIES
Support Onboarding
Store audit, codebase review, integration documentation, and access setup. Your support engineer is briefed on your store before responding to their first ticket.
Monitoring Setup
Uptime monitoring, checkout flow monitoring, integration health checks, and performance baseline established in week one.
Ongoing Support
Direct access to your assigned engineer via Slack. Issues submitted get SLA-backed response from someone who knows your store.
Monthly Reporting
Monthly performance report: issues resolved, uptime, Core Web Vitals scores, integration health, and recommended optimizations.
Quarterly Strategy Review
Quarterly review: platform roadmap, upcoming BigCommerce features, optimization opportunities, and development priorities. Growth built into the support relationship.
WHY IWD SUPPORT OUTPERFORMS TICKET-BASED VENDORS
Assigned engineer, not a queue
Your assigned BigCommerce engineer knows your codebase. Not a ticket system routing to whoever is available.
Certified BigCommerce expertise
Certified BigCommerce partner. Your support engineer is an active BigCommerce developer, not a general helpdesk.
Proactive, not reactive
We find issues before you do. Proactive monitoring means fewer critical incidents and faster resolution when they occur.
Full-stack support capability
Stencil theme, integrations, apps, API, and B2B Edition all supported. One team covers the full BigCommerce stack.
BIGCOMMERCE SUPPORT INVESTMENT
STANDARD SUPPORT
SCOPE
Assigned BigCommerce engineer, SLA-backed response, monthly reporting, bug fixes, and performance monitoring.
RESPONSE TIME
Critical issues: 4-hour response. Standard issues: 24-hour response. Urgent: same-day.
BEST FOR
Growing BigCommerce brands needing reliable support from a certified engineer who knows their store.
ENTERPRISE SUPPORT
SCOPE
Assigned senior engineer, 1-hour critical response, 24/7 monitoring, integration support, monthly development hours, and quarterly strategy reviews.
RESPONSE TIME
Critical issues: 1-hour response. Standard issues: 4-hour response. Proactive escalation for detected issues.
BEST FOR
Enterprise BigCommerce brands with complex integrations, B2B Edition, or headless architecture requiring continuous expert support.
SUPPORT COVERAGE
- Stencil theme and custom code
- BigCommerce app management
- Integration health monitoring
- Checkout and payment support
- B2B Edition support
- Headless frontend support
MONITORING INCLUDES
- Uptime monitoring 24/7
- Checkout flow monitoring
- Payment gateway health
- Integration sync status
- Core Web Vitals tracking
- Crawl error detection
DEVELOPMENT RETAINER
- New feature development
- Campaign and landing page builds
- A/B test implementation
- Platform update testing
- Performance improvements
- App integrations
REPORTING AND STRATEGY
- Monthly performance report
- Uptime and incident summary
- Core Web Vitals trends
- Integration health status
- Quarterly strategy session
- Platform roadmap review
WHAT YOUR SUPPORT PLAN INCLUDES
our EXPERIENCe
From BigCommerce support services to full BigCommerce development, or explore BigCommerce SEO services to grow alongside support.
Certified BigCommerce partner. Assigned engineer support, SLA-backed response, B2B Edition, and headless storefront coverage.
Certified Shopify Plus partner. Shopify support services for brands on Shopify and Shopify Plus.
Adobe Commerce Solution Partner. Magento support for brands on Adobe Commerce and Magento 2.
Multi-platform support expertise. BigCommerce, Shopify, and Magento support from one US & EU-based certified agency.