Our End User License includes 12 months of support and upgrades. For our components: Ext Scheduler, Ext Gantt, Task board, Calendar, Touch Scheduler and UberGrid, we offer two levels of support.
Our Standard support is provided in our Community Forums where you can post in any community forum. We try to respond within 2-3 business days, though we offer no guarantee on our response time. We answer questions with clear descriptions first, if you’ve left out vital parts about how to reproduce a particular issue – the issue may not receive any attention at all. For information on how to post a good question or issue report, please see this thread. In general, please try to provide as much information as possible including:
- Framework version (Ext Js v4.2.0)
- Component version (Ext Scheduler v2.2.0)
- Browser + version + OS
- Step by step description
- Any debugging you’ve done so far
- Detailed error message if applicable
- Full test case, zipped or link to online live example
- Screen dumps
If you provide a runnable Siesta (or Fiesta) test case as part of your report, we will prioritize your question before other Standard support questions.
Our Premium support is provided in our Premium Support Forums where you can post in our dedicated Premium product forums. Questions asked in these forums are prioritized over other forum posts. You’re of course also allowed to use any of our regular Standard support forums. For OEM licenses and 20-pack Standard End-User Licenses, we also offer email support. Normally we respond on the same business day and often within a few hours, though we offer no guarantee on the response time. Generally the response time depends on the quality of the information provided in the forum post. If you submit a runnable sample or a Siesta test case, we will prioritize your question over other Premium support questions. For information on how to post a good question or issue report, please see this thread.
Our releases are named in the standard “Major.Minor.Patch” format. We support the latest major version of our components as well as the previous major version. This means, when we release v3.0.0, we will drop support for our 1.x line but keep supporting 2.x. New features are only developed in the latest major version. Bug fixes are generally only provided in the latest release on the major version (and the latest release of the previous major version).
- 1. If you report a bug in v1.2.2, and the latest version is 1.2.5, if reproducible – it will be fixed in our bleeding edge and released in the next patch release (1.2.6). Bug fixes will not be provided for previous patch releases.
- 2. If you find a bug which is reproducible in our latest release, the fix is generally available in the next nightly build after the corresponding ticket has been marked as Resolved. You can then download it from our customer zone (though use nightlies at your own risk).
- 3. In some edge cases (upon request), we may be able to provide a bug fix for an earlier minor release, if that release is on a substantially different version of Ext JS (e.g. v4.1.0 vs v4.2.0). We offer no guarantee on the delivery date of such a bug fix.
Framework Version Support
Ideally we would like to support all versions of the underlying framework in every release of our products. In reality, this is impossible to do in a single code base. For our components, we will always support the latest public framework release and the latest subscription release. Bug fixes and new features are only provided on our latest version. Bug fixes for older framework versions that are not currently supported will not be provided. An example:
- 1. The latest public release on the latest major framework version (i.e. Ext JS 4.1.1).
- 2. The latest subscriber release on the latest major framework version, if it is greater than the latest public release (i.e. Ext JS 4.1.3).
Please note that there may be a delay before we are able to ‘catch up’ to support the most recently released framework version. Normally this shouldn’t take more than a month or two, but it all depends on the amount of changes made to that particular framework version.