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 bug fixes
Bug fixes are immediately routed for priority assignment to provide hotfix or address in the next release - Priority roadmap input
Strategic sessions with product management to incorporate feature requests into product roadmap - Free online/on-site training courses to strengthen technical skills
Access to 2 free online/private onsite training courses (a $5,000 value) to equip your team with the skills required to build robust, stunning applications
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 bug review, out-of-cycle emergency hot-fixes |
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| Priority roadmap input to incorporate feature requests into product |
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| Free online/on-site training courses ($5K value) |
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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 3 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 | |||
Sencha Training➲
For all of our products we offer comprehensive training with the flexibility to meet the needs of both beginners and experienced developers. Build curriculum to match your team by choosing from our standard course list, or with custom training.
Sencha Professional Services➲
Our team has years of experience applying best practices in software architecture and development for mobile and rich Internet apps. We can help you to meet your business objectives faster, with better user experience, and lower risk.