Support Policy

Support Entitlements

The following information details Quark’s provision of support to an eligible entity (“customer”) for the applicable products (each a “product” and collectively “products”).

PROCESS FOR FEATURE REQUEST

If the support request (Case) does not qualify as a valid product failure when compared to its associated documentation, then it will be treated as a feature request and may be scheduled for an upcoming product release or as a paid customization delivered through Professional Services.

Quark Support Case Management

Quark manages cases through a Maintenance Release process governed in accordance with the below SLA

Processing Support Request Within Defined Resolution Time

• Quark will use commercially reasonable efforts to diagnose a technical issue and provide a remedy by eliminating the defect, providing software updates, demonstrating how to avoid the issue, or informing the end user that the issue requires more time to resolve. Despite Quark’s exercise of reasonable efforts, we may not be able to resolve some problems, so a resolution time is not guaranteed.
• The processing time begins when the Quark’s Support Team acknowledges receipt of the support request. If the support request cannot be resolved within a commercially reasonable timeframe, the support request may be escalated within the Quark Support organization.
• Customer’s designated technical contact must be available to work with Quark Support while Quark works to resolve the support request.
• The SLA is applicable only to reported cases occurring within a production environment and with a case type of an outage, defect, product issue, installation support, product information, how-to or sales question.

Case Closure Policy

• Waiting for your reply status: Tickets awaiting customer reply remain open for 7 days. After one reminder, the system automatically resolves the ticket. Extension requests are honored per ticket; however, for needs exceeding 4 weeks, a follow-up ticket may be scheduled for continued tracking.
• Solved Status: Moving to Solved triggers a CSAT survey; if no response occurs within 3 days, the ticket is automatically Closed.
• Closed Status: Closed tickets cannot be reopened, but customers can submit a new Follow-up Ticket referencing the original number, which is prioritized by severity.

Technical Support Exclusions

• Altered, damaged or Modified Quark Products
• Errors caused by End User’s negligence, hardware malfunction or other causes beyond the reasonable control of Quark.
• Quark Products installed in a hardware or operating environment not supported by Quark. or
• Third-party software or components not licensed through or approved by Quark.
• Custom Applications. Assistance in the development of custom applications for and/or from Quark Products is not included in the Maintenance Services.
• Designated Employees. Only employees of End User designated as Support Representatives may contact Quark for the provision of the Maintenance Services. When setting up its account on the Support Portal and from time to time thereafter, Customer shall designate a limited number of qualified employees to serve as Support Representatives. Exceptions may be made in the case of an emergency.
• End User Equipment. End User is responsible for the provision and maintenance of all equipment, hardware, telephone lines, communications or technology interfaces needed to operate the Quark Products and for Quark to provide the Maintenance Services.

Right to Modify Resolution Times

Quark reserves the right to alter resolution times, with reasonable discretion, and will notify customers in advance if any change to the resolution time occurs. Customers who have a valid support plan or contract may contact Quark Support via one of our support portals:

• QuarkXpress Support Portal (for QuarkXpress users)
• Enterprise Support Portal (for Quark Publishing Platform, Quark Docurated & QuarkXPress Server)

QuarkXPress Support Plans

QuarkXPress & QuarkXPress CopyDesk Support Plans

Quark Publishing Platform (QPP) & Quark Docurated Support Plans

Supported Versions

* No maintenance release, possible resolution in term of Workaround, Configuration change. ** Critical & High Severity # Sev1 and select Sev 2’s as triage by Quark Product Management.

Supported Versions — QuarkXPress

* All versions prior to 2025 are EOL.

Supported Versions — QuarkXPress Server

Supported Versions — Quark Publishing Platform (QPP)

Supported Versions — QPP NextGen

Supported Versions – Quark XML Author

Supported Versions — Quark Docurated

OS Support — QuarkXPress / QuarkXPress CopyDesk

QuarkXPress and QuarkXPress CopyDesk are supported on the following operating systems:

OS Support — Quark Publishing Platform

Quark Publishing Platform is supported on the following operating systems:

Browser Support — QPP & QPP NextGen (Quark Author)

Quark Publishing Platform and QPP NextGen are supported on the latest version of the following browsers:

OS Support — QuarkXPress Server

QuarkXPress Server is supported on the following operating systems:

OS Support — Quark XML Author

Quark XML Author is supported on the following operating systems:

MS Office Word Support – Quark XML Author

Quark XML Author is compatible with the following versions of Microsoft Office Word:

OS Support — Quark Docurated

Quark Docurated web-based services are supported on the latest version of the following browsers:

Previous Versions

Updated: May 2026

• Support Policy March 2026
• Support Policy December 2025
• Support Policy October 2025
• Support Policy September 2025
• Support Policy May 2025