BigCommerce Down? Here's What to Do

BigCommerce Down? Here’s What to Do

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Is your BigCommerce store suddenly unavailable? Downtime can be a major headache for any e-commerce business, leading to lost sales and frustrated customers. This blog post will guide you through how to check BigCommerce’s status, what steps to take if there’s an outage, and how to minimize the impact of future downtime.

Table of Contents

How to Check BigCommerce’s Status

Before you start troubleshooting, it’s crucial to confirm whether the problem lies with BigCommerce itself or something on your end. Here are a few reliable ways to check BigCommerce’s status:

  1. The Official BigCommerce Status Page: The most reliable source for information regarding BigCommerce’s uptime is their official status page. Here, you’ll find real-time updates on any outages or scheduled maintenance affecting the platform.
  2. Third-Party Website Monitoring Tools: There are various independent websites that track the “bigcommerce uptime” and performance of popular websites, including BigCommerce. These sites can provide additional confirmation if you suspect a “bigcommerce outage”.
  3. BigCommerce’s Social Media Channels: BigCommerce typically announces major outages or service disruptions on its social media accounts. Checking their relevant platforms for updates is a good way to stay informed about a potential “bigcommerce down” situation.
  4. The BigCommerce Community Forum: The community forum is a great resource for information during outages. Other merchants might be experiencing the same issue and sharing updates or insights about the “bigcommerce status”.

What to Do If BigCommerce is Down

If you’ve confirmed that BigCommerce is experiencing downtime, it’s essential to remain calm. Most outages are resolved relatively quickly, and panicking won’t help. Here’s what you can do:

  1. Don’t Panic: Take a deep breath – most BigCommerce downtime is temporary and will be fixed soon.
  2. Communicate with Your Customers: If the outage is preventing your customers from placing orders or accessing your website, keep them informed. Be transparent about the situation and any potential order delays. You can do this by posting a notice on your homepage, sending an email to your customers, or using your social media channels.
  3. Contact BigCommerce Support: Reach out to BigCommerce Support for assistance and detailed information about the outage. They can provide insights into the cause and the estimated time for a resolution. Make sure to have your store ID handy when you contact them.
  4. Check the BigCommerce Help Center: The BigCommerce Help Center is a valuable source of information. You might find helpful articles and FAQs that can guide you through troubleshooting or provide temporary workarounds while the platform is down.
  5. Make the Most of Downtime: Downtime, while inconvenient, also presents an opportunity to work on other aspects of your business. Use this time productively by:
    • Planning your marketing strategy: Brainstorm new campaigns, review existing ones, or schedule social media posts.
    • Creating new content: Write blog posts, update product descriptions, or work on email marketing campaigns.
    • Optimizing your store: Review your analytics, improve product images, or test your checkout process.
    • Managing inventory: Update stock levels, plan for upcoming sales, or organize your warehouse.

Preventing Downtime Impact

While occasional downtime is unavoidable, you can prepare your business to minimize its negative effects.

  1. Develop a Downtime Action Plan: Create a clear, documented plan that outlines the steps to take during a BigCommerce outage. This plan should include:
    • How to communicate the outage to customers.
    • Procedures for contacting BigCommerce Support.
    • Steps to handle orders and customer inquiries during the downtime.
  2. Diversify Your Sales Channels: Relying solely on BigCommerce can make your business vulnerable if the platform experiences issues. Explore additional sales channels to spread the risk. Consider:
    • Selling on other online marketplaces like Amazon, Etsy, or eBay.
    • Setting up a point-of-sale system for in-person sales if you have a physical location.
    • Using social media platforms for direct sales (e.g., Facebook Shops, Instagram Shopping).
  3. Regularly Back Up Your Store Data: Regularly backing up your BigCommerce store data is crucial to prevent data loss during an outage. Make sure to back up your:
    • Product catalog
    • Customer information
    • Order history

Understanding BigCommerce’s Infrastructure

BigCommerce is a Software as a Service (SaaS) platform. This means that BigCommerce handles the hosting, security, and maintenance of your e-commerce store. You benefit from not having to manage your own servers, software updates, or security protocols.

BigCommerce refers to its model as “Open SaaS.” This means you get the convenience and reliability of a SaaS platform but also have the flexibility to customize your store extensively through open APIs. These APIs allow you to integrate with other services and tailor your store to your specific needs.

To ensure high uptime, BigCommerce uses multiple data centers. This creates redundancy in their system. If one data center encounters issues, your store can continue operating from another location.

Frequently Asked Questions

What is the typical duration of a BigCommerce outage?

BigCommerce is dedicated to providing a stable platform, and most outages are resolved quickly. While the length of downtime can vary, updates and estimated resolution times are usually available on the BigCommerce status page during an outage.

Does BigCommerce offer any compensation for sales lost during an outage?

BigCommerce’s service level agreements (SLAs) outline their uptime commitments. It’s recommended to check their terms of service or contact support for information regarding compensation for lost sales during an outage.

How often does BigCommerce have outages?

BigCommerce prioritizes high uptime and invests heavily in its infrastructure and systems. Outages are infrequent, and they work diligently to resolve any issues that might occur promptly.

What types of support does BigCommerce provide during a platform outage?

BigCommerce provides 24/7 support through several channels, including phone, email, and live chat. Their support team is available to assist you with any questions or issues you might have during an outage.