Free Upgrade to Next Major Release

The right to obtain all major and minor versions for one year.

While many companies charge extra for maintenance, at Sencha your paid support subscription includes all major and minor versions of the products you covered for one full year.

Premium Forum Access

With Standard or Premium Support Subscriptions, you gain access to the Sencha Premium Forums.

With access to our Premium Forums, your problems are our priority. See your solution in the spotlight.

Access to Online Ticketing System

Sencha support subscriptions deliver critical technical support, certified software patches.

For times when you would like private help directly from the staff at Sencha Support, you can open a support ticket using the Sencha Support Portal. You might have a unique use case, see behavior that is specific to your environment, or have information about an issue that should remain private. For these times, your Sencha Care support subscription grants you access to the Sencha Support Portal. Through this portal, you can use your balance of available x-Credits to open a support ticket with the Sencha Support Team.

A Support Engineer from Sencha will contact you about your support ticket and will work with you to bring your issue to a suitable resolution. This Support Engineer will have access to additional resources including direct access to the development team. So, support tickets on the Sencha Support Portal are a great way to benefit from individualized attention available from your dedicated support team at Sencha.

Early Access to Custom Bug Fixes

Support and engineering work together to provide a temporary fix until the bug is patched in production.

Occasionally, you might report a bug in Sencha products that you urgently need fixed. In these cases, our support team, in conjunction with our engineering team as needed, will assess the feasibility of providing a temporary fix to this bug, on a priority basis. Such resolutions or workarounds are often provided as custom overrides of certain objects within our frameworks.

At times these overrides could be an early release of functionality planned for a future product release, or they might be an ad hoc resolution to an issue peculiar to the customer’s environment. Each request is handled on a case by case basis as we see what we can do to provide a fix ahead of our normal release schedule.

This service costs additional x-Credits.

Access to Development SVN

Test bug fixes, preview new features, see every code checkin through direct access to the SVN HEAD.

Would you like to verify that the next version will indeed fix the bug you reported? Would you like to experience a new feature before it is officially released? Your paid support subscription gives you access to the SVN HEAD. This means you will have early access to test bug fixes and new features. Since you will be able to see every code checkin, you’ll know what will be coming in the next release.

Faster Response Time

Upgrade to Premium support and receive faster response times.

Premium Support subscribers receive the same great support, only quicker. If you have a tight development schedule, you will be glad to know that you can Sencha product assistance on an expedited basis.

Performance Tuning

We’ll take a look at your code, into the nooks and crannies, and show you the error of your ways.

For cases where your application is running slowly, the Sencha Support team is available to Premium Support customers for limited assistance in investigating and offering advice. More extensive performance tuning assistance is available through Sencha’s Professional Services team.

This service costs additional x-Credits.

Expert Code Review

Imagine having your executables reviewed by the very engineer that wrote the original code base.

While not applicable to every customer, there are situations where an application could benefit from a code review by an external source. Since the Sencha Support team is very experienced in development of high performing web applications, some customers have requested a code review by members of the Sencha Support team.

As part of Premium Support, we offer expert code reviews focused on the component level. Such code reviews are defined in scope and limited in size. More extensive code reviews are available through Sencha’s Professional Services team.

This service costs additional x-Credits.

Remote Troubleshooting

The quickest way to receive valuable assistance from Sencha product experts.

If you encounter a complex issue while using Sencha products, simply schedule a conference call with Sencha Support. Quite often, it is the quickest way for Premium Support customers to receive valuable assistance from Sencha product exerts.

This service costs additional x-Credits.

Telephone Support

Expert advice that assists you during every stage of the application lifecycle.

While diagnosing and resolving a ticket, there are times when a phone call can accelerate ticket resolution. During these times, for Premium Support customers, the Sencha Support team stands ready to discuss your ticket over the phone.

This service costs additional x-Credits.

Email Support

Expert advice via email communication that helps every member of your team stay on the right track.

At times it can be helpful to reach out to us in an email detailing your support ticket and receive a swift response. Every member of your team can get the help they need to complete the project.