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BigCommerce is a bit different from our other hosting plans in that it's a SaaS (software-as-a-service) provider instead of an IaaS (infrastructure-as-a-service) provider. In other words, rather than renting space on a virtual machine where you setup and configure your own site, BigCommerce provides you with an app you login to that creates and online store. 

This is a great effort, when you are talking about response time, it is ping response. Also, it would be a ping response on their primary site (which will usually give you 100% uptime). But, it depends on the response time of the shared Hosting server, where the websites are actually hosted - and what is the page load time. For instance, BlueHost on their primary website has 100% uptime and with a great response time. As soon as you get onto one of their servers, I have seen website page load time shoots up to over 30s.
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