Vendors › BigCommerce
BigCommerce SLA
99.99%
Uptime commitment
—
Max service credit
—
Claim window
Manual
Credit application
standard
Min plan for SLA
Service credit policy
Calculation: none · Remedy: termination_only
How to claim
| Submission method | N/A - No SLA credits available — support.bigcommerce.com ↗ |
|---|---|
| Review timeline | 30 business days |
| Credit applied | Applied to next invoice |
Required evidence: Account ID, Affected services, Incident timestamps, Impact description.
Services (4)
| Service | Category | Uptime | SLA |
|---|---|---|---|
| BigCommerce APIs E-commerce APIs | API | 99.99% | eligible |
| BigCommerce B2B Edition B2B e-commerce features | B2B E-commerce | 99.99% | eligible |
| BigCommerce Checkout Checkout experience | Checkout | 99.99% | eligible |
| BigCommerce Storefront Online storefront | E-commerce | 99.99% | eligible |
Support tiers
| Tier | Price | SLA-eligible | Availability |
|---|---|---|---|
| Standard | Included | Yes | Business hours |
| Enterprise | Custom | Yes | 24/7 |
Common exclusions
- Scheduled maintenance
- Force majeure events
- Customer misconfigurations
- Free tier services
- Beta features
Notes
BigCommerce is a E-commerce provider. See the official SLA at https://www.bigcommerce.com/terms/sla/.
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