What rollback and comms plan should we prepare in case the BigCommerce B2B roll-out causes performance regressions?

Rollback Plan

• One-Click or Quick Revert Option:

BigCommerce often allows for quick reverts or rolling back to a previous stable version of the site with minimal effort.

• Staging Environment Validation:

Ensure a production-like staging environment is available to test the rollback procedure thoroughly before any live incidents occur.

• Manual Data Rollback (If Necessary):

For significant data changes, have a clear process for restoring data to its state before the B2B rollout, including customer data, product catalogs, and order history.

• Reverse Deployment:

The process to deploy the previous version of the site back to production should be documented and tested.

• Performance Monitoring:

Have robust monitoring in place for key performance indicators (site speed, order processing times) that can alert you immediately to regressions.

• Rollback Criteria:

Define clear, measurable criteria for triggering a rollback, such as a specific increase in error rates or load times, to avoid premature rollbacks.

Communication Plan

• Internal Teams:
• Support & Customer Service: Provide detailed training on the new B2B features, potential issues, and how to address customer complaints or performance-related issues.
• Operations & Warehouse: Inform them about any changes in order processing or inventory management that might occur due to performance impacts.
• IT & Development: Ensure they are prepared to execute the rollback and monitor site performance.

B2B Customers:

• Pre-Launch Awareness: Inform customers about the upcoming rollout and any potential temporary disruptions or a brief maintenance window.
• Downtime Notification: If a rollback becomes necessary and causes downtime, send clear, concise notifications explaining the situation, the expected duration, and any impact on their orders or services.
• Post-Issue Updates: Keep customers informed of the progress in resolving the performance regressions and when full service is restored.
• Dedicated Support Channel: Establish a clear, dedicated channel for B2B customers to report any issues, provide feedback, and receive personalized assistance.

Stakeholder Communication:

Keep key business stakeholders updated on the status of the rollout, any issues encountered, and the progress of the resolution or rollback.