Support from the engineers who built your store.
Monthly care plans and ongoing BigCommerce support from the same team that built your store — SLA-backed response times, proactive monitoring, and engineers who already know your codebase. You work with the same people every time, not a rotating help-desk queue.
Essential Care
Monthly retainer for straightforward BigCommerce stores. Covers routine updates, BC platform version monitoring, minor bug fixes, and a monthly health check — everything that keeps the lights on.
- 10 hrs / month
- Email support
- Monthly health check
- BC version monitoring
Growth Retainer
For stores with active development needs alongside maintenance. Bug fixes, feature additions, integration updates, and CRO work — handled by the same engineers who know your stack.
- 20 hrs / month
- Priority response
- Feature development
- Integration updates
Mission-Critical Support
For high-revenue stores, complex integrations, and B2B operations where downtime is expensive. Hot-fix SLA, proactive monitoring, ERP sync health checks, and a dedicated engineering contact.
- 40 hrs / month
- Hot-fix SLA
- ERP sync monitoring
- Dedicated contact
Proactive Monitoring
Uptime monitoring, API integration health checks, webhook failure alerting, and BC platform release review, so we catch issues before your customers do.
- Uptime monitoring
- API health checks
- Webhook alerts
- Release review
Ongoing Optimization
Monthly performance audits, Lighthouse score maintenance, SEO health checks, and conversion optimization. These retainers keep improving the store month over month rather than holding it steady.
- Lighthouse audits
- SEO health
- CRO reviews
- A/B support
Certified Partner Access
As a BigCommerce Certified Partner, we have direct access to BC engineering and support — which means faster resolution on platform bugs, early access to new features, and an escalation path that a non-partner agency doesn't have.
- Partner support access
- Engineering escalation
- Beta features
- Partner portal
Frequently asked questions
Do support retainers roll over unused hours?
Unused hours do not roll over — retainers are priced for consistent availability, not banked time. If you consistently use less than your plan, we will recommend a smaller plan. If you consistently exceed it, we will recommend stepping up.
Can we start a retainer with an agency that didn't build our store?
Yes, but we do a technical audit first. We need to understand the Stencil codebase, integrations, and any technical debt before we take on responsibility for the store's health.
What is your response time on a production issue?
Priority and Enterprise plans include SLA-backed response times — Priority is 4 business hours, Enterprise is same-business-day for critical issues. Starter plans are next-business-day.
Do you cover BigCommerce platform upgrades and new feature releases?
Yes. We review BC release notes monthly, flag anything that affects your customizations, and handle any required updates within the retainer hours.
Get a free technical audit of your BigCommerce store.
A real assessment from an engineer, delivered in 1 business day:
- One-page snapshot: BigCommerce health, performance, and UX flags
- AI-readiness / GEO score: how visible you are to ChatGPT, Perplexity, and AI Overviews
- Your 3 highest-leverage fixes, prioritized by revenue impact
Prefer to talk first? Call directly: 877.696.3475
Custom ecommerce engineering, AI apps, and SEO — typically 60–80% less than traditional agency pricing.
20+ years of BigCommerce engineering, now AI-augmented. Tell us your store, your stack, and your deadline — we quote fixed scope on the first call.