{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "bigcommerce",
    "name": "BigCommerce",
    "vendor": "BigCommerce",
    "website": "https://www.bigcommerce.com",
    "category": "e-commerce",
    "category_name": "E-commerce",
    "tags": [],
    "sla_url": "https://www.commerce.com/terms/",
    "last_verified": "2026-06-23",
    "sla_status": "nosla",
    "sla_status_label": "No public SLA",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": null,
    "max_credit_percent": null,
    "max_credit": {
      "kind": "none",
      "label": null,
      "value": null,
      "unit": "none"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "standard",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "none",
      "remedy": "no_sla",
      "max_credit_percent": null,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": []
    },
    "claim_process": {
      "deadline_days": null,
      "deadline_basis": null,
      "business_days": false,
      "method": "N/A - No SLA credits available",
      "url": "https://support.bigcommerce.com",
      "required_evidence": [
        "Account ID",
        "Affected services",
        "Incident timestamps",
        "Impact description"
      ],
      "review_days": 30,
      "credit_application": "Applied to next invoice"
    },
    "exclusions": [
      "Scheduled maintenance",
      "Force majeure events",
      "Customer misconfigurations",
      "Free tier services",
      "Beta features"
    ],
    "support": {
      "tiers": [
        "Standard",
        "Enterprise"
      ],
      "has_24x7": true,
      "fastest_response": "~2 min (live chat/phone); ~12 hrs email",
      "response_is_sla": false,
      "designated_contact": "csm",
      "architecture_review": true,
      "professional_services": true,
      "success_program": true,
      "training": true,
      "pricing": "custom",
      "source_url": "https://www.bigcommerce.com/blog/professional-services-technical-support/",
      "note": "24/7 chat/phone on all plans; Enterprise adds a CSM and Solutions Architect. 24/7 US-based chat/phone/email (phone availability tier-gated by sales plan); Enterprise reaches Tier 2 + a CSM. Implementation PM and TAM offered."
    },
    "support_tiers": [
      {
        "name": "Standard",
        "slug": "standard",
        "price": "Included",
        "sla_eligible": true,
        "response_time": "< 24 hours"
      },
      {
        "name": "Enterprise",
        "slug": "enterprise",
        "price": "Custom",
        "sla_eligible": true,
        "response_time": "< 1 hour"
      }
    ],
    "sla_tiers": [],
    "services": [
      {
        "id": "api",
        "name": "BigCommerce APIs",
        "category": "api",
        "description": "E-commerce APIs",
        "sla_url": "https://www.commerce.com/terms/",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "b2b",
        "name": "BigCommerce B2B Edition",
        "category": "b2b-e-commerce",
        "description": "B2B e-commerce features",
        "sla_url": "https://www.commerce.com/terms/",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "checkout",
        "name": "BigCommerce Checkout",
        "category": "checkout",
        "description": "Checkout experience",
        "sla_url": "https://www.commerce.com/terms/",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "storefront",
        "name": "BigCommerce Storefront",
        "category": "e-commerce",
        "description": "Online storefront",
        "sla_url": "https://www.commerce.com/terms/",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "BigCommerce is a E-commerce provider. The former SLA URL (https://www.bigcommerce.com/terms/sla/) now returns 404, and bigcommerce.com/terms/ redirects to commerce.com following the rebrand to \"Commerce\". See the official Master Services Agreement at [https://www.commerce.com/terms/](https://www.commerce.com/terms/). No public uptime/SLA or service-credit terms were found in the official legal documents; SLA details appear to be gated to support.bigcommerce.com help-center articles that could not be programmatically verified.\n\n<!-- Add human-readable notes about BigCommerce's SLA nuances here. -->"
  }
}