BigCommerce Support and Maintenance - Spectre Creative

BigCommerce Support and Maintenance

Exceptional support for your eCommerce website and apps

Partnership focused support that drives your eCommerce website forward.

Get web support that works

BigCommerce Support and Maintenance

BigCommerce Support

We have taken a different approach to BigCommerce support and maintenance. No Contracts, no restrictions, fully flexible and consistent service offering.

We have different levels of BigCommerce support and the only thing that changes is the amount of time we focus exclusively on your website. It is that simple.

No Support And Maintenance Contracts

At Spectre Creative we believe it’s our role as your partner to navigate the complex waters of BigCommerce. Finding an experienced digital agency is the first step to success and we have a wealth of knowledge and experience that will enable your brand to thrive online

Whether you are starting a new online store or are migrating from your current platform we can help you every step of the way. At Spectre Creative, we are BigCommerce experts and our eCommerce service offers a full range of options for your online store, making full use of the intuitive capabilities BigCommerce provides

You do not need to sign up for a minimum term when it comes to our support offering. You can stay with us for as long or as little as you need, just give us 30 days notice and we will stop carrying out maintenance and support on your website.

We do offer a discount of 10% when you sign up for 12 months but either way, you will receive the same great service.

No BigCommerce Support And Maintenance Restrictions

We don’t think that support and maintenance should be restricted to any particular design or development service that we offer. You can take full advantage of all of our services within your support package, with no restrictions, no confusion, no hassle.

About BigCommerce

BigCommerce is the leading cloud platform for e-commerce. They offer a full suite of customer-centric solutions including the ability to set up an online store, create custom shopping websites, manage inventory, process orders, and more.

The company is committed to empowering entrepreneurs and small business owners to sell globally, across channels, and on any device. The BigCommerce eCommerce platform is an ISO 27001 certified cloud platform provider that enables you to manage customer acquisition, conversion, and retention through a single dashboard.

Support and Maintenance FAQ

Just select the package that you need and submit the details in our contact form. Once we receive this we will get you set up in our ticketing system, organise payment and once this is received your support and maintenance will start.

Yes we do! If you want to prepay for one year you get a 10% discount on the package. Just get in touch with us to discuss this.

Yes. We can build tailor made packages to fit your needs. Contact us to let us support your specific business requirements.

If you require more hours than you have allocated in your package, and we have the availability to facilitate this then you have two options. You could subtract the hours from the following month's subscription or you can choose to have it billed separately at the end of each month at our hourly rate. We only guarantee that we will be able to deliver your agreed monthly package and cannot guarantee any additional requests in a billing month if we do not have the capacity to deliver.

This is a subscription agreement and therefore the hours do not carry forward into the next month. We only take as many support agreements as our team can manage, therefore we guarantee the development time and our client guarantees the support tasks. You can always switch between packages in case you need more or less development time. You only need to notify us 30 days before the next billing cycle.

Tickets are handled via our ticketing system Jira. Depending on the agreed retainer package, your slot will be divided per four working weeks and it will result in a guaranteed number of hours per each week, during which our dedicated developers will actively work on your tickets.

All support tickets will be solved during days and hours of business operation, Monday to Friday, from 10 AM – 6 PM, GMT, excluding holidays and national free days. Support requests received after operating hours will be reviewed and assigned the following business day.

Critical tickets (tickets that imply an online shop not being functional in terms of uptime or payment) will be actioned immediately as these enter our ticketing system, during the operating hours, or first thing next business day outside of operating hours.

We have no locked-in agreements. Our partners are free to terminate the agreement as soon as they believe their interests are not represented anymore. Our support packages are flexible, thus, you can reserve an 8h package this month and no support package next month. All you have to do is provide a 30 day notice and that’s it.

If you pre-paid an annual package, received your 10% discount and chose to terminate the agreement, unfortunately, we won’t be able to provide a refund.

Magento version updates can take up a lot of time, to make sure you select the best support package for our needs please see the magento docs upgrade support times to gauge the amount of support you will need. If your support package does not cover the time required for a magento version upgrade you will be billed for the additional time at our hourly rate.

Support Pricing

8 hours per month

£480/pm

16 hours per month

£960/pm

32 hours per month

£1920/pm

64 hours per month

£3840/pm

All of our support levels offer the same great features

  • Bug fixes
  • Consulting
  • Website Customisations
  • Code changes & content changes
  • Graphic and visual updates
  • Integrations with third-party systems & services
  • Extension installations
  • Version upgrades
  • Website uptime & performance monitoring
  • CMS security analysis & vulnerabilities patches
  • Periodic site performance reviews
  • Development of additional features
  • Other enhancements & changes as per business needs

Contact

Get eCommerce support

Get in touch