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Quark Launches Self-Service Support Portal with Enhanced Online Knowledge Base

New Online Support Functionality Enables Even More Targeted Searches and Allows Users to Interact with the Quark Support Team through Customisable Profile Pages

DENVER - 9/28/2010 - Quark announced today significant updates to its online knowledge base that offers customers access to self-service technical support tools. The Quark Knowledge Base allows customers to access technical articles that offer solutions to commonly encountered problems, explanations for application behaviours, and answers to frequently asked questions. More than just a list of issues that customers may encounter, each Quark solution featured on the Knowledge Base includes a background section where an in-depth technical analysis is given for specific software behaviour.

Now customers and partners have access to even more functionality:

  • Users can conduct searches in English, German, French, and Japanese
  • Searches can be conducted by product or subject
  • Search results can be sorted by date, subject, and user-rating
  • The top 10 articles about the subject or product being searched are made available automatically to help customers find information quickly
  • All articles can be viewed online, printed, or shared via email

The Knowledge Base is also integrated with a self-service portal where customers and partners can log and track issues, communicate with the Quark support team, and access the latest product information, such as software updates and new releases. The self-service portal allows users to customise a profile page where they can report technical issues, attach files, and provide comments about their issue. Quark customer support will view and respond to the issues directly within the profile. All the activity within the profiles is saved and can be accessed by the customer or Quark support at any time.

Quark partners and third party support vendors can also create profiles on behalf of their users and can communicate with Quark support through the Knowledge Base profiles. The profiles can be accessed by users, partners, and Quark support 24 hours a day, 7 days a week and are monitored by the Quark support team 24 hours a day, 5 days a week.

“The Knowledge Base is a comprehensive, easy-to-use, and always-on support resource for our users. Now, by offering the ability to create individual user profiles, we are making it even easier for users to log issues, get answers, and track their interaction with Quark customer support,” said Kanwar Singh, Director of Global Customer Support for Quark. “The Knowledge Base is offered in addition to other technical support options, including phone, chat, and email.”

To access the Quark Knowledge Base, visit: support.quark.com/en/knowledgebase
To access the Quark self-service support portal, visit: support.quark.com/en/SSP

About Quark
Quark Inc. is a leading provider of publishing software for professional designers, small and mid-sized businesses, and large organisations in more than 160 countries. Two decades ago, our flagship product - QuarkXPress® - changed the course of traditional publishing. For more than 25 years, Quark has built on its knowledge and experience in design and publishing to provide software solutions that support collaborative workflows and automated publishing across multiple channels. Today, Quark is revolutionising publishing again by setting new standards in XML-based publishing across print, the Web, and digital media as well as by helping owners and employees of small and mid-sized businesses promote their products and services easily, professionally, and affordably. Denver-based Quark Inc. is privately held.

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Quark, QuarkXPress, and Quark related marks are trademarks or registered trademarks of Quark, Inc. and its affiliates in the U.S. and/or other countries. All other marks are the property of their respective owners.

NOTE TO EDITORS: Artwork to illustrate this story is available on request.

Valentina Moressa, vmoressa@quark.com, +44 (0)7506 000817
Online press centre: http://www.quark.com/en/about/presscenter