# BigCommerce: Contact Center System Outage

- Impact (vendor’s label): critical
- Status: resolved
- Started: 2026-09-16 09:15 UTC · Resolved: 2026-09-16 15:42 UTC · Duration: 6.5 h
- Updates: 5 · Affected components: Client Services - Support Center, Support Center, Client Portal, Client Services - Client Portal
- [Vendor status page: https://stspg.io/q44ccxkq0rds](https://stspg.io/q44ccxkq0rds)
- [Company: BigCommerce](https://rewindex.com/company/bigcommerce.md)

## Summary

BigCommerce’s critical contact center outage started at 2026-09-16 09:15 UTC and lasted 6 h 27 min, resolving at 2026-09-16 15:42 UTC. Phone, Chat, and Web cases were initially unavailable, followed by delays or intermittent errors. BigCommerce attributed the disruption to its service provider, which rolled out a fix region by region. _(machine-written, sol)_
## Timeline of updates

- **investigating** 2026-09-16 09:15 UTC: 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.
- **investigating** 2026-09-16 10:28 UTC: 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.
- **identified** 2026-09-16 12:27 UTC: 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.
- **monitoring** 2026-09-16 14:17 UTC: 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.
- **resolved** 2026-09-16 15:42 UTC: This incident has been resolved.

## Rewindex changes for this incident

- 2026-09-16 09:15 UTC: [Critical incident: Contact Center System Outage](https://rewindex.com/change/i0f7baa7f0b5df2.md)


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Canonical: https://rewindex.com/company/bigcommerce/incidents/dv7x33q49tc3 · Markdown: https://rewindex.com/company/bigcommerce/incidents/dv7x33q49tc3.md · JSON: https://rewindex.com/api/v1/companies/bigcommerce/incidents/dv7x33q49tc3 · Generated 2026-10-18T11:31:05.429Z