BigCommerce Ecommerce Store
Plan, Design, and Build a BigCommerce, BigCommerce Enterprise, Ecommerce online store. Migrate, Upgrade from End of life Magento Community or Enterprise Edition or Shopify. Back office integrations with ERP, CRM and Account systems. WCAG accessibility, PCI compliant. Mobile first responsive, portal, international, multi-site, webshop, marketplace, online payment.
- Certified: BigCommerce Developers, Partners, PCI Compliant, ISO27001 ISO9001 , ITIL
- Integrate: Sage 50 x3 200 one, Salesforce, Xero, Linnworks, Orderwise
- Integrate: Microsoft Dynamics NAV, SAP Business one, Brightpearl, Access Dimensions
- Integrate: bespoke, ERP, CRM, Accounts, Back Office, Stock Management
- Marketing: Amazon, eBay, Bronto, Dotmail, DotDigital, MailChimp, Campaign Monitor
- Theme: Accessibility, WCAG, Mobile first, Responsive, Design, Theme, Templates
- Optimise: User Experience UX, Conversion Rate Optimisation CRO, Checkout, Basket
- Payment: Sagepay, Adyen, Braintree, Paypal, Klarna, Stripe, Applepay, Stripe, Worldpay
- Improve: Speed Optimisation, Cache, Content Distribution Network CDN, Scalable, Performance
- Feature: B2B, B2C, Portal, Click and Collect, Store, Sample, Payments
- Project Management: Agile, SCRUM, Waterfall, Government Digital Services GDS
- Quality Assurance QA : ISO 9001, Automated, Smoke, Unit, Testing,
- Research: Buyer Journey, Customer Persona, Analytics, Business Intelligence, Split A/B
- Team: UK Based, Magento Certified, Strategy, Creative, Design, Marketing, Development
- GDS: Discovery, Alpha, Prototype, Beta, Public Beta, Live
- Specialist: Content Strategy, Card Sorting, Navigation Mapping, Integration, Migration, DevOps.
- Clients: Govenment, Education, Local Council, Charity, Multi-nationals, Large, SME, Start-up
- Hosting: Amazon AWS, Rackspace, UKFast, Azure, Scalable, Cloud, High Availability,
- Support: Maintenance, Service Level Agreement SLA, Service Credit, 24/7365, Helpdesk
- Migration: Magento end of life, Shopify plus, BigCommerce, Shopware, Hybris,
|Software add-on or extension||No|
|Cloud deployment model||Private cloud|
|Service constraints||The service is intended to theme and configure BigCommerce.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Service operates consistently: 24 hours a day, 7 days a week.
Critical Faults: Response 15 Mins / Target Fix 1 Hour
Urgent Faults: Response 1 Hour / Target Fix 8 Hours
Important Fault: Response 5 Hours / Target Fix 3 Days
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.1 A|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||Web chat|
|Web chat support availability||24 hours, 7 days a week|
|Web chat support accessibility standard||WCAG 2.1 A|
|Web chat accessibility testing||Atlassian suite is a tried and tested industry-leading third-party software package.|
|Onsite support||Yes, at extra cost|
Hosting, Maintenance & 24/7 Support
Industry-leading 99.99% Uptime
BigCommerce stores have an average uptime of more than 99.99%, which is markedly higher than the ecommerce industry average. Every BigCommerce as seen at least 99.995% availability during Cyber Week for the last 5 years running.
Software as a Service frees you from the burden of managing the technical infrastructure. Your BigCommerce store will always be up to date, secure, and performing at it’s very best. You will automatically receive over the air updates and new features as they are released.
The BigCommerce support team can be reached 24 hours a day, and resolve 90% of support calls on a single call. The merchant portal is full of online resources that will guide you step by step through how to get the most out of your powerful platform.
|Support available to third parties||Yes|
Onboarding and offboarding
|Getting started||Our well-documented onboarding process guides you through a smooth service transition. Training can be conducted via Webex or at our Manchester Studio. (or at your premises at additional cost). 1 - Service orientation - General introductions - Key contract identifications - Systems introduction and access - Support service details - Onboarding process and timeline 2 - Systems orientation (on a dedicated workspace for you) - Service desk (reporting faults, checking progress) - JIRA (ticket management, project management) - Confluence (documentation, collaboration) - Reporting (SLA performance, budget management)|
|End-of-contract data extraction||Application: You will have continuous access to pull a copy from the code repository. Documentation: You will have continuous access to export from the Atlassian suite|
|End-of-contract process||Application: You will have continuous access to pull a copy from the code repository. Documentation: You will have continuous access to export from the Atlassian suite. Handover: 2 x 1-hour webex / conference calls and 4 hours of helpdesk time to help facilitate and handover.|
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||
Our in-house theme system is the result of over 400 hours of work leveraging insights from the world's leading user experience research organisations including the Baymard Institute, Nielsen Norman and E-Consultancy.
The accelerator theme allows us to quickly construct and customise your store layout to fit devices of all shapes and sizes across 5 responsive breakpoints. Your customers can browse and buy from your store using any mobile phone or tablet.
|Description of service interface||
BigCommerce Administration panel is accessed via any browser.
Granular user permissions can be configured with a fully logged audit trail.
|Accessibility standards||WCAG 2.1 A|
|Accessibility testing||BigCommerce is a tried and tested industry-leading third-party software package.|
|What users can and can't do using the API||
BigCommerce is a tried and tested industry-leading third-party software package.
RestFul API is available for custom integrations.
Many integrations for popular applications already exist within the BigCommerce Marketplace.
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||
BigCommerce is a tried and tested industry-leading third-party software package.
Almost every aspect can be customised through the comprehensive extension market place.
Our fully certified development team can also create bespoke customisations to tailor the service to your organisation's exact needs.
|Independence of resources||Each instance is provisioned independently through Amazon Web Services.|
|Service usage metrics||Yes|
We’ll integrate Google analytics with ecommerce tracking allowing you to gain a valuable insight into checkout goals in addition to how the customers arrived at your site, and their behaviour whilst they are on it.
Admin dashboard reports
You can access many business reports directly through the BigCommerce administration including:
Abandoned shopping cart report
Best viewed products report
Low stock report
Search terms report
Product reviews report
Promo code usage report
Total sales invoiced report
Total sales refunded report
|Supplier type||Reseller providing extra features and support|
|Organisation whose services are being resold||BigCommerce|
|Staff security clearance||Staff screening not performed|
|Government security clearance||Up to Developed Vetting (DV)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Supplier-defined controls|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||‘IT Health Check’ performed by a CHECK service provider|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||
|Equipment disposal approach||A third-party destruction service|
Data importing and exporting
|Data export approach||
Application: You will have continuous access to pull a copy from the code repository. Documentation: You will have continuous access to export from the Atlassian suite.
Additionally, data can also be exported at any time directly from BigCommerce admin.
|Data export formats||CSV|
|Data import formats||CSV|
|Data protection between buyer and supplier networks||
|Data protection within supplier network||
Availability and resilience
|Guaranteed availability||Service operates consistently: 24 hours a day, 7 days a week. Critical Faults: Response 15 Mins / Target Fix 1 Hour Urgent Faults: Response 1 Hour / Target Fix 8 Hours Important Fault: Response 5 Hours / Target Fix 3 Days|
|Approach to resilience||Hosting is provided by Amazon Web Services, however, alternatives are available if required. Our unique implementation details are available upon request.|
|Outage reporting||We report service outages via multiple channels to nominated stakeholders. (Typically The Product Owner) Automated notifications - Monitoring alert - JIRA alert - Email - Text Manual notification - Call - Online chat|
Identity and authentication
|User authentication needed||Yes|
|Access restrictions in management interfaces and support channels||We can operate a detailed hierarchy of access permissions. Your application 'self managed', allowing a superuser to manage others permissions. Public key authentication (including by TLS client certificate) Identity federation with existing provider (for example Google apps) Username or password Other Other|
|Access restriction testing frequency||At least once a year|
|Management access authentication||
Audit information for users
|Access to user activity audit information||Users have access to real-time audit information|
|How long user audit data is stored for||At least 12 months|
|Access to supplier activity audit information||Users have access to real-time audit information|
|How long supplier audit data is stored for||At least 12 months|
|How long system logs are stored for||At least 12 months|
Standards and certifications
|ISO/IEC 27001 certification||No|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||Cyber Security Essentials|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||CTI Digital Information Services Team (IST) has been established to manage information services within the organisation, chaired by a Technical Director or Director. The IST is made up of appropriate senior organisational managers. It exists, in part, to: Ensure that CTI Digital and its staff and students meet the requirements of extant UK legislation and regulations in relation to Information Security; Ensure that there is clear direction and visible management support for security initiatives within the organisation; Ensure that appropriate risk management assessments are resourced an undertaken; and Promote security through appropriate commitment and adequate resourcing.|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||We adhere to BigCommerce Developer best practice and rigorous QA process to review code before and test after deployment. Regular service reviews capture your requirements to security and make changes to our testing process and identify remedial work that should take place to reach the new benchmark of compliance.|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||We adhere to BigCommerce best practice for deploying patches to our service. The threat is assessed to identify urgency vs impact on a case by case basis|
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||We implement New Relic monitoring to provide detail reports on service performance and on-going vulnerability. Notifications are handled inline with our SLAs. Service operates consistently: 24 hours a day, 7 days a week. Critical Faults: Response 15 Mins / Target Fix 1 Hour Urgent Faults: Response 1 Hour / Target Fix 8 Hours Important Fault: Response 5 Hours / Target Fix 3 Days|
|Incident management type||Supplier-defined controls|
|Incident management approach||Certain service outages have automated recovery response potentially bringing services online within 2 minutes of an issue. We have common workflow process which resolve 80% of all issues. A further 10% of all issues are resolved with Systems administration intervention and only the final 10% of issues usually result in the need to write new code. Issues are reported by automated monitoring, servicedesk, helpline, email or chat. You receive realtime access to incident reports, and are sent regular service performance reports.|
|Approach to secure software development best practice||Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)|
Public sector networks
|Connection to public sector networks||No|
|Price||£15000 per instance|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||
15 day free trial immediately available by visiting.
Longer trials and personalised webex demonstration available on request.
|Link to free trial||https://www.bigcommerce.com/essentials/|