At Sencha, we believe in outstanding technical training and support to quickly resolve your most pressing issues. Whether it’s help with your application, access to builds with critical bug fixes, or direct contact with our team of technical experts to answer your questions, we are committed to your success.
When you become a Sencha customer, you are automatically rolled into the Standard Support Package which provides basic support. You have the option to upgrade to Platinum Support Package which provides several additional benefits and the highest quality support to guide you all along.
Standard Support Offering
- 24×7 access to community-supported Sencha forum
- Access to extensive product documentation
Includes product documentation, usage, code examples, source code (read-only) - Free upgrade to next major product release
Includes rights to all major/minor releases for one year and free upgrade to the next major release within 12 months - Pre-release exclusive product access
Early access and extended trial periods for new product launches - Access to development builds
Preview new features, test bug fixes through direct access to nightly development builds - Limited technical support
Quota of 40 x-credits (with the option to purchase more) per developer seat to utilize for support through Sencha’s team of technical experts. Support can be via Sencha support portal, telephone or remote assistance (30 minutes consultation equals 25 x-credits) - Limited bug fix escalation and eligibility to receive emergency hotfix builds
Defects to be reported through Sencha support portal. 10 x-credits required to submit support requests (credited back if defect is a valid issue)
Platinum Support Offering
All the offerings from the Standard Support Package PLUS
- Priority support handling
All requests reported through Sencha support portal are given top priority. Quota of 2x credits (80 x-credits) over standard support - Priority Consideration of Bug Requests
Bug requests are immediately routed for priority assignment to provide hotfix or address in a future release - Priority roadmap input
Strategic sessions with product management to incorporate feature requests into product roadmap
Support Packages Comparison Chart
| Support Service | Standard | Platinum |
|---|---|---|
| 24×7 access to community-supported Sencha forum |
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| Access to extensive product documentation (code samples, tutorials, read-only source code) |
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| Free upgrade to next major product release |
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| Issue reporting via Sencha support portal |
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| Pre-release exclusive access and extended trial periods |
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| Access to development builds |
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| Priority handling of reported issues |
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| 2x credits for technical support (telephone, remote services) |
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| Priority Consideration of Bug Requests |
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| Priority roadmap input to incorporate feature requests into product |
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To upgrade to Platinum Support plan, Contact Sales
Extended Maintenance and Support Policy
After the stipulated terms of the standard/platinum support, Sencha customers can enroll into an add-on Extended Maintenance and Support Plan to continue to get support for software versions. This plan enables customers to receive bug fixes, support for new browsers, access to standard forums, online ticketing, and remote troubleshooting. See Product Support Matrix for details on software versions and their support timelines.
(Note: In some instances however, Sencha may require a customer to upgrade to the last minor version of the release. For example, upgrade to Ext JS 6.7 to fix issue, if using Ext JS 6.6)
Extended maintenance and support for each major version is sold separately and must be purchased for all licenses held by the organization. Please contact Sales for pricing details or migration assistance.
Product Support Matrix
This table shows the official support timeframes for Sencha products.
Version |
Initial Release Date (X.0) |
Policy |
Standard Support Ends |
Extended Support Available |
Extended Support May Be Purchased Through |
Extended Support Ends |
| Ext JS | ||||||
| 7.x | 8/29/2019 | Support until 2.5 years after next major version GA, plus 2 yr. extended support | * added after next major release | |||
| 6.x | 7/1/2015 | Support until 2.5 years after next major version GA, plus 2 yr. extended support | 03/01/2022 | Yes | 03/01/2023 | 03/01/2024 |
| 5.x | 6/1/2014 | Support until 2.5 years after next major version GA, plus 2 yr. extended support | 12/31/2017 | Yes | 12/31/2018 | 12/31/2019 |
| 4.x | 4/26/2011 | Support until 2.5 years after next major version GA, plus 2 yr. extended support | 12/31/2016 | Yes | 12/31/2017 | 12/31/2018 |
| 3.x | 7/1/2009 | Support until 2 years after next major version GA, plus 5 yr. extended support | 4/25/2013 | Yes | 5/31/2017 | 5/31/2018 |
| GXT | ||||||
| 4.x | 12/9/2015 | Support until 4 years after next major version GA, plus 2 yr. extended support | * added after next major release | |||
| 3.x | 4/27/2012 | Support until 3 years after next major version GA, plus 2 yr. extended support | 12/31/2018 | Yes | 12/31/2019 | 12/31/2020 |
| 2.x | 11/1/2009 | Support until 2.5 years after next major version GA, plus 2 yr. extended support | 12/31/2014 | Yes | 12/31/2016 | 12/31/2017 |
| ExtReact | ||||||
| 6.x | 5/16/2017 | Support until 2 years after next major version GA, plus 2 yr. extended support | * added after next major release | |||
| ExtAngular | ||||||
| 6.x | 3/7/2019 | Support until 2 years after next major version GA, plus 2 yr. extended support | * added after next major release | |||
| Test | ||||||
| 2.x | 1/31/2017 | Support until 2 years after next major version GA, plus 2 yr. extended support | * added after next major release | |||
| 1.x | 2/17/2016 | Support until 2 years after next major version GA, plus 2 yr. extended support | * added after next major release | |||
| Architect | ||||||
| 4.x | 9/8/2016 | Support until 2 years after next major version GA, plus 2 yr. extended support | * added after next major release | |||
| Themer | ||||||
| 1.x | 9/8/2016 | Support until 2 years after next major version GA, plus 2 yr. extended support | * added after next major release | |||
End of Sale and End of Life Products
Scope
Sencha’s End-of-Life Policy (“Policy”) applies to software and services, including subscriptions and offers that combine any of the foregoing.
Purpose
Products reach their end of life for a variety of reasons, including market demands, technology innovations, and product development driving changes. Sencha recognizes that end-of-life milestones often prompt companies to review the way such milestones affect Sencha products in their networks.
Sencha Bridge Products
- ExtReact
- ExtAngular
- ExtWebComponents
These products are no longer being sold*.
EOL Milestone Table – Bridge Products
To help companies manage these transitions, Sencha has set out below its end-of-product-life-cycle milestones.
End-of-Life Milestones (all of the below apply only if you have an active services contract or subscription)*
Product Name and last version |
Stage |
Definitions: For purposes of these bridge products, the following definitions apply* |
Date |
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ExtReact 7.5.0 ExtAngular 7.5.0 ExtWebComponents 7.5.0 |
End of Development (EOD) | Sencha product/engineering will no longer issue patches/updates to the bridge products. | All products in the EOL program release have already reached their EOD date—June 1, 2022. | |||
| End of Sale (EOS) | Sencha will stop selling and renewing the bridge products and will no longer allow the addition of more seats. | June 1, 2022 | ||||
| End of Support | Sencha will no longer offer technical support for the identified bridge products.After this date, service will no longer be available. | August 30, 2022, 90 days after EOD | ||||
| End of Life (EOL) | Affected end users still have access to old documentation. The support will stop working. | August 30, 2022 | ||||
Effective Date: 1st June 2022
Information regarding Sencha’s Bridge Products
As part of our product sunsetting process, we are announcing that from June 1, 2022, the bridge products and releases above will be transitioned to an end-of-life status. From this date, the products and releases above will no longer be commercially available or developed by Sencha.
You may continue to use your perpetual license to the Products in accordance with the terms of your license agreement. After the effective date, we will no longer be able to provide you with license keys or updates for your Products or Releases.
In the event a maintenance agreement between us has not been terminated or is not already expired, this end-of-life notification serves as a notice of termination thereof with respect to the said product releases.
We appreciate that you understand that the Products will eventually reach the end of their product life cycles as new, cost-effective, and efficient technologies become available.
As a valued customer of Sencha, there are a number of alternatives for you to consider. We will be happy to assist you in assessing your options and in balancing your technical and budgetary needs. Please do not hesitate to contact your assigned Sencha Sales representative.
Thank you for your cooperation, and we regret any inconvenience this may cause to your operation. If you have any questions concerning this end-of-life notification, please contact us here.
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