Support Plan

Subscription Plan

QuarkXPress Business subscription offers customers ongoing updates, unlimited tech support, exclusive offers, and more. For more information, Check here.

1. QuarkXPress Business is available as a subscription plan, which means you will be able to use full-featured QuarkXPress Business throughout the subscription term.

2. After the subscription term ends, you would be required to renew the license subscription(s) for the desired period to continue using QuarkXPress Business.

3. QuarkXPress Business Advantage users get access to all releases during their subscription period.

• Major Releases
• Feature Updates
• Bug-fix Updates
• Unlimited tech support

4. As a QuarkXPress Business subscription user, you also get unlimited downloads and publications in addition to data storage up to 5GB.

5. Using a web-based portal, the users can quickly release their apps on Google Play and Apple Store.

Expired subscriptions

Customers who have expired subscriptions will not use QuarkXPress Business and will not have access to any new Major/Feature releases or free support.

Support Entitlements

The following provisions detail Quark’s provision of support services to an eligible entity („Customer“) for the applicable On-premises Software, On-demand Services, and Managed Services (each a „Product“ and collectively „Products“)

Premium Telephone Support and Online Technical Support

Quark will provide live technical support services to customers with a valid subscription 24x7x365 basis. Local language support, if offered, is available for limited times from Monday through Friday local time, excluding national holidays and Quark designated holidays. Outside these hours, help is available in the English language only.

All Advantage members can also submit a support ticket through our support portal.

Chat Support

Chat support is available to our QuarkXPress Business Advantage/Subscription customers 24×7.

Self-help

Our online knowledge base is available to all our customers irrespective of their current Advantage plan state or Subscription status. This is available for self-help reasons.

Initiating and Processing of Support Request

To initiate a request for support services from Quark, the Advantage plan/Subscription must be valid. The Customer must identify the applicable product’s failure to perform according to the relevant published product documentation („Support Request“). After receipt of a support request, Quark will (a) define the Severity of the support request and (b) undertake reasonable efforts to acknowledge receipt of such support request within the identified timeframe („Targeted Response Time“) via the same medium of communication by which the Service Request was reported.

The priority of each Service Request will be addressed as follows:

Process for Feature Request

Quark will use reasonable efforts to acknowledge receipt of the support request within the specified resolution time. Quark will use commercially reasonable efforts to diagnose the problem and provide a remedy that could take the form of eliminating the defect, providing updates, or demonstrating how to avoid the effects of the deficiency using a commercially reasonable level of effort. Despite Quark’s exercise of reasonable efforts, not all problems may be solvable. The processing time will start from the date and time when Quark’s Customer Support team acknowledges receipt of the support request. If the support request cannot be solved within a commercially reasonable timeframe, the support request may be escalated within the Quark Customer Support organization. The Customer’s designated technical contact must be available to work with Quark Customer Support while Quark is in the process of resolving the support request.

Process for Feature Request

Suppose the support request does not qualify as a valid failure to the applicable product against its published product documentation. In that case, it will be treated as a feature request and will be scheduled for upcoming releases.

Rights to Modify Resolution Times

Quark reserves the right to alter the resolution times, from time to time, using reasonable discretion. Quark will notify customers in advance of any change to the resolution times identified herein.

Remote Support

Customers may request support services via remote computer access. If so requested, the Customer agrees to allow Quark permission to remotely access any customer systems on which the Quark products may be installed, via an external computer-controlled by Quark, for the sole purpose of providing support services to the Customer.

OS Support

Browser Support

Web-based portal for Licensing Management is supported on the latest version of the following browsers:

• Safari 
• Google Chrome
• Microsoft Edge
• Firefox 
• Opera

Frequently asked questions

Is this a global policy?

Yes, QuarkXPress Business Support policy impacts customers globally.

What are the differences between the supported and unsupported versions?

The supported versions are the most recent and up-to-date versions of QuarkXPress Business, including the latest features, capabilities, and security updates. Unsupported versions are older versions that are not in alignment with this policy. Unsupported versions do not include the latest features, abilities, and security updates.

What if I do not upgrade to the currently supported version, which is not EOL?

If you do not upgrade to supported versions, your apps may not receive the latest features, bug fixes, and security updates. Assisted support will not be available.

What will happen to my publications if I discontinue my subscription?

Once you discontinue your subscription, your data will be kept for three months and subsequently removed.

If I discontinue my subscription for some period and recontinue afterward, Will my data — publications & issues — be available again?

Once the subscription is discontinued, your publications will be kept for three months and removed after this period. If you re-subscribe to QuarkXPress Business within three months, you would be able to access your data.

If I discontinue my subscription, how will it affect my customers, who have installed my applications and are subscribed to my publications?

They will be able to see all your issues and publications for three months. Afterward, all publications and issues would be removed. However, the downloaded content would still be accessible.

Who can I contact for more information?

Get in touch with Quark Customer Care if you still require assistance or have more questions regarding your Quark software.