Resolved incident

Contact Center System Outage

BigCommerce · Critical · Started

Duration
6h 27m
Severity
Critical
Status
Resolved

Summary

Critical · Resolved

This incident has been resolved.

View official incident ↗

Event timeline

How this incident unfolded, from the official status page.

  1. Investigating

    BigCommerce

    Our contact center is experiencing technical difficulties due to issues with our service provider. Phone, Chat, and Web cases are temporarily unavailable. We will resume operations as soon as possible.

  2. Investigating

    BigCommerce

    Our contact center continues to experience technical difficulties. Our service provider is working on a fix to resolve this issue and restore services. You may experience delays or intermittent errors when contacting us via Phone, Chat, or Web. If your issue is not urgent, we encourage you to submit a web case at support.bigcommerce.com and we will respond as soon as possible.

  3. Identified

    BigCommerce

    The fix being rolled out by our service provider is progressing region by region. Customers may experience delays or intermittent errors when contacting us via Phone, Chat, or Web. If your issue is not urgent, we continue to encourage you to submit a web case at support.bigcommerce.com and we will respond as soon as possible. Thank you for your patience.

  4. Monitoring

    BigCommerce

    Our third party service provider has indicated the incident is resolved. While the Support Center appears operational, we will continue to monitor. Users should be able to contact our Support team through Phone, Chat, or Web.

  5. Resolved

    BigCommerce

    This incident has been resolved.