Sencha Inc. | HTML5 Apps

Licensing and Maintenance & Support FAQs

I purchased Ext JS 4.x and a support subscription, but my support subscription has expired. How can I get rights to Ext JS 5.0?

You can renew your support for your Ext JS license now (which will be backdated to the expiry date), and you will obtain the rights to Ext JS 5.0 during the term of your support subscription. To renew your support subscription, email renewals@sencha.com for a quote.

Do I have to purchase support along with my license? Can I purchase support at a later date?

Yes, within 90 days of purchasing a Sencha product, you can purchase a support subscription. However, if you choose to purchase support after 90 days of the original license purchase, your support subscription must be backdated to the date of the license purchase.

Can I purchase additional x-Credits?

Yes. If you are interested in purchasing more x-Credits, contact us at http://www.sencha.com/contact.

What’s an x-Credit?

x-Credits are a currency used to meter Support Tickets or request other types of assistance available under a Sencha support plan. For example, a Support Ticket uses 10 x-Credits per incident. Telephone Support uses 50 x-Credits per hour with a 25 x-Credit minimum. The available number of x-Credits depends on the Support Plan you purchase. Premium Support forums are available 24×7×365 and do not use any x-Credits.

The process for requesting assistance using x-Credits is described in our support process letter that is sent to our customers’ primary support contacts when they purchase a support plan. This process is also described in our Maintenance and Support Agreement.

Do we need to purchase the Sencha Maintenance & Support subscription for every product license we own?

Yes. To be eligible for support and maintenance benefits of each product license, you must purchase a Sencha Maintenance & Support support subscription on a per product license basis.

How do I get a quote to renew my support subscription?

Simply email renewals@sencha.com and we’d be happy to provide a quote.

I am using Ext JS 3. What are Sencha’s plan around the support for Ext JS 3?

Sencha will provide support and maintenance for Ext JS 3 through 1 June 2015, after which support for Ext JS 3 will be discontinued. Ext JS 5 was released on 2 June 2014, and is available now for new application development and upgrades. If you have other questions regarding Ext JS 3 support, please do not hesitate to contact us.