Support Policy
Updated: December, 2025
Support Terms
| Annual Security Questionnaire | Quark will use a questionnaire to support your internal security review once a year. |
| Access to a Customer Support Lead | Customers will have access to a Quark customer support lead (CSL). This CSL is not guaranteed to be the same person every time |
| Dedicated Customer Support Lead | Customers will always interact with the same CSL. |
| End of Sale (EOS) | The date a software product release stops being sold. Its last major version for Quark Enterprise products (QPP, QPP NextGen, Quark XML Author, Docurated,) and the one before it for QuarkXPress, QuarkXPress Server. |
| End of Life (EOL) | The date on which a software product reaches its end of life in terms of technical support and product updates. Our EOL cycle generally spans 24 to 30 months. We support up to two major versions before they are declared EOL (the current major version and the one before it). Once a software product reaches EOL, it is not available for download/install, and is not supported or updated. |
| Extended Support | Optional support addon for technical support and security fixes for End of Sale (EOS) and End of Life (EOL) For EOL versions, the add on will include technical support (Response SLA) and possible resolution in terms of Workaround, Configuration Change or information of the fix available in latest product version. No product maintenance or feature or hot fix release will be provided. For EOS versions, the add on will include technical support (Response SLA) and Resolution SLA for Critical and High Severity cases, triaged by Quark Product management. Product maintenance or hot fix release will be provided on top of the latest EOS version. Cases which require a major third party component upgrade for resolution will not be resolved. |
| Self-Service Support | Self-service support documentation is available on our support portal at support.quark.com. |
| Major Release | A new version of software product that includes changes to the architecture and/or delivers significant new features, enhancements to existing features, or performance improvements, as well as error corrections. Quark delivers at least one major release annually. |
| Feature Release | A superseding release of the current major release that adds to, improves or enhances substantial features, functionalities and capabilities of the current release. Quark delivers feature releases every six months, referred to as semi- annual releases. |
| Maintenance Release / Bug Fix | An update, upgrade, revision, patch, bug fix, security/vulnerability fix or an improved, upgraded or enhanced version of the software product to which a customer is rightfully entitled by way of a valid maintenance agreement, warranty or other Quark contract. |
| OS Upgrade Release | A release that addresses compatibility with the latest OS upgrades. Major and maintenance releases address OS upgrade issues. |
| Legacy Version | A software product that has reached its EOL. No support is available for a legacy version unless stipulated in the maintenance contract or agreed in writing with Quark. |
| Leadership Council Membership | This relates to membership of our Customer Leadership Council (CLC). The CLC gives our most important enterprise customers the chance to openly discuss the software with other users, gain new ideas for use cases and provide suggestions on future product innovation. Meetings are held throughout the year virtually. |
| Security Updates | Quark continuously reviews its software products for any security/vulnerability risks and releases updates to manage/mitigate those risks. |
| Remote Desktop Diagnostics | A customer may request support services via remote computer access. In doing so, they agree to grant Quark Support access to any and all customer systems dependent on Quark products via an external computer controlled by Quark. The sole purpose of this access is to provide support services to the customer. |
| Technical Support | Technical Support includes troubleshooting of technical issues and provide resolution/possible workaround to the end user with case. type of an outage, defect, product issue, installation support, product information, how to or sales question. |
| User Group Membership | Access to our online user group where customers can interact with Quark on a daily basis, raise and vote on ideas, and provide product feedback. |
| 3-Strike Policy | Our 3-strike policy applies on Pending or Resolved cases where our status is marked as With Customer, meaning we are still waiting on a response or a confirmation from the customer that the case has been resolved. The Quark support team shall make three attempts to contact the customer by phone or email within the designated Case Closure Policy timeframe before closing the case. |
| With Customer status | For Pending cases where we are still waiting to receive requested information from the customer, stopping us from taking the case to Resolved. |
| With Customer – On Hold status | For Pending cases where the customer is unable to share the requested information within 3 business days. |
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
| Level 1 Critical Business Impact |
Renders the Quark product inoperable or causes the Quark products to fail catastrophically.All users are impacted. | Response Time 3 business hours Target Resolution within 1 business day RCA Analysis within 10 business days of resolution of case |
| Level 2 Major Business Impact |
Severely degraded performance or some important functionality is unavailable, but the product continues to operate although in a restricted fashion. No workaround is available, and some users are impacted. | Response Time 2 business days Target Resolution within 10 business days *RCA Analysis within 20 business days of resolution of case |
| Level 3 Medium Impact |
No major impact on the use of Quark products, and short-term workaround is available. Only a few users are affected. | Response Time 5 business days Target Resolution within 30 business day |
| Level 4 Low Impact |
Standard functionality queries, like how-to questions or requests for product info, and documentation errors. | Response Time 10 business days Target Resolution within 90 business days |
*Only when RCA is requested
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
- With Customer or Resolved status The Quark support team shall apply the With Customer 3-Strike Policy for closing cases. They shall make three attempts to contact the customer by phone or email at one business day, two business days and three business days from when the last contact was made. After this, the case would be closed. The customer may request to place the case into the With Customer – On Hold status if their end user is unable to reply
- With Customer – On Hold status The maximum duration of keeping the case under the status With Customer on Hold is shown in the table below, after which the Quark support team would move the case to Closed.
| SeverityTime | Duration |
|---|---|
| Level 1 | 1 business day |
| Level 2 | 10 business day |
| Level 3 | 30 business day |
| Level 4 | 90 business day |
- Closed status The case remains Closed, unless the customer wishes to re-open it. The Quark support team would create a new case if this need arose, taking reference from the previous case.
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 at https://www.quark.com/contact or call at the numbers below:
| UNITED STATES 9 AM – 8 PM EST 800-676-4575 |
GERMANY 8.30 AM – 5.30 PM CEST 0800-180-0101 |
UNITED KINGDOM 98:30 AM – 5:30 PM BST 0808-101-7082 |
FRANCE 8:30 AM – 5: 30 PM CEST 0800-913-457 |
| INDIA 10:00 AM – 7: 00 PM IST 000800-050-2361 |
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QuarkXPress & QuarkXPress CopyDesk Support Plans
| License Type | QuarkXPress Subscription |
|---|---|
| Commercial Plans | Support Entitlement |
| Product Upgrades | |
| Major Releases | Yes |
| Maintenance Releases | Yes |
| AI Features & AI Yearly Allowance (7200 AI Pages & 5000 Font Pairing Instances) | Yes |
| Product Support | |
| Technical Support | Yes |
| Support Hours | 18×5 |
| Email/Web Portal Support | Yes |
| Phone | Yes |
| Chat | Yes |
| Access to Knowledge Base | Yes |
| Multi-Language Support | EN, FR, GE |
| Remote Desktop Diagnostics | Yes |
| Download and Installation | Yes |
| Serial Number and Activation | Yes |
QuarkXPress & QuarkXPress CopyDesk Support Plans
| License Type | QuarkXPress Perpetual | |
|---|---|---|
| Commercial Plans | Inactive Maintenance & Support Plan | Active Maintenance & Support Plan |
| Product Upgrades | ||
| Major Releases | No | Yes |
| Maintenance Releases | Yes | Yes |
| AI Features & AI Yearly Allowance (7200 AI Pages & 5000 Font Pairing Instances) | No | Yes |
| Product Support | ||
| Technical Support | No | Yes |
| Support Hours | NA | 18×5 |
| Email/Web Portal Support | No | Yes |
| Phone | No | Yes |
| Chat | Sales / Account Queries | Yes |
| Access to Knowledge Base | Yes | Yes |
| Multi-Language Support | EN, FR, GE | EN, FR, GE |
| Remote Desktop Diagnostics | No | Yes |
| Download and Installation | Yes | Yes |
| Serial Number and Activation | Yes | Yes |
Quark Publishing Platform (QPP) & Quark Docurated Support Plans
| Plan Name | Base Support Plan | Premium Support Plan | Platinum Support Plan |
| Product Upgrades | |||
| Major Releases | Yes | Yes | Yes |
| Maintenance Releases | Yes | Yes | Yes |
| Security Updates & Review | Yes | Yes | Yes |
| Deployments | No | No | Yes |
| Product Support | |||
| Technical Support | Yes | Yes | Yes |
| Support Hours | 9×5 | 24×5 | 24×7 |
| Phone/Chat/E-mail & Web Portal | Yes | Yes | Yes |
| Access to Knowledge Base | Yes | Yes | Yes |
| Multi-Language Support (EN, FR, GE) | EN, FR, GE | EN, FR, GE | EN, FR, GE |
| Consultancy for Enhance- ments & Escalations | No | No | Yes |
| Membership | User Group Membership | User Group Membership | Leadership Council Membership |
| Access to CSL | Access | Dedicated | Dedicated |
| CSL Touchpoints | Quarterly | Monthly | Bi-Weekly |
| Roadmap Updates with PM | No | No | Yes |
| Annual Security Questionnaire Response | No | No | Yes |
Supported Versions
| New/Improved Features | OS Upgrade Release | Bug Fixes | Technical Support | Self Service Support | Security Fixes | |
|---|---|---|---|---|---|---|
| Current Version |  |
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| EOS |  |
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Critical Issues# | |
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Available with Extended Support** |
| EOL | |
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Available with Extended Support* | |
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* 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
| Current Version | EOS | EOL | |
|---|---|---|---|
| 2026 | |
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| 2025 | |
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21st Nov 2026 |
Supported Versions — QuarkXPress CopyDesk
| Current Version | EOS | EOL | |
|---|---|---|---|
| 2025 | |
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| 2024 | |
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30th Nov 2025 |
Supported Versions — QuarkXPress Server
| Current Version | EOS | EOL | |
|---|---|---|---|
| 2025 | |
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| 2024 | |
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16th April 2026 |
Supported Versions — Quark Publishing Platform (QPP)
| Current Version | EOS | EOL | |
|---|---|---|---|
| QPP 16.X | |
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1st Jan 2026 |
| QPP 15.X | |
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| QPP 14.X or Prior | |
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Supported Versions — QPP NextGen
| Current Version | EOS | EOL | |
|---|---|---|---|
| NG 5.X | |
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| NG 4.X | |
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| NG 3.X | |
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| NG 2.X | |
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| NG 1.X | |
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Supported Versions – Quark XML Author
| QXA Standalone EOL | QXA for QPP Nextgen EOL | QXA for QPP v15 & v16 EOL | |
|---|---|---|---|
| QXA 10.x | |
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Not Supported |
| QXA 9.x | |
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Not Supported |
| QXA 8.x | |
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Not Supported |
| QXA 7.x | |
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Not Supported |
Supported Versions — Quark Docurated
| New/Improved Features | OS Upgrade Release | Bug Fixes | Self-Service | |
|---|---|---|---|---|
| Latest Version | |
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OS Support — QuarkXPress / QuarkXPress CopyDesk
| macOS Supported | Windows OS Supported | |
|---|---|---|
| 2026 | macOS 26.x (Tahoe) macOS 15.x (Sequoia) macOS 14.x (Sonoma) |
Windows 11 Version 24H2 (64 bit) or later, Windows 10 Version 22H2 (64 bit) |
| 2025 | macOS 15.x (Sequoia) macOS 14.x (Sonoma) macOS 13.x (Ventura) |
Windows 11 Version 24H2 (64 bit) or later, Windows 10 Version 22H2 (64 bit) or later, Windows 8.1 with April 2014 update rollup update (KB2919355) and March 2014 servicing stack update (KB2919442) (64 bit) |
OS Support — Quark Publishing Platform
| Windows OS Supported | Linux OS Supported | |
|---|---|---|
| QPP 16.x | Windows Server 2012 R2, 64-bit Windows Server 2016, 64-bit Windows Server 2019, 64-bit | Red Hat Enterprise Linux Server release 7.7 (Maipo) |
| QPP 15.x | Windows Server 2012 R2, 64-bit Windows Server 2016, 64-bit Windows Server 2019, 64-bit | Red Hat Enterprise Linux Server release 7.7 (Maipo) |
Browser Support — QPP & QPP NextGen (Quark Author)
| Browsers Supported | |
|---|---|
| QPP NextGen | Google Chrome (latest released version) Apple Safari (latest released version) |
| QPP 15.x and QPP 16.x | Google Chrome (latest) Apple Safari (latest) Internet Explorer – 10 & 11 |
OS Support — QuarkXPress Server
| Windows OS Supported | |
|---|---|
| QuarkXPress Server 20.x (2024) | Windows Server 2012 R2, 64-bit Windows Server 2016, 64-bit Windows Server 2019, 64-bit |
| QuarkXPress Server 19.x (2023) | Windows Server 2012 R2, 64-bit Windows Server 2016, 64-bit Windows Server 2019, 64-bit |
| QuarkXPress Server 18.x (2022) | Windows Server 2012 R2, 64-bit Windows Server 2016, 64-bit Windows Server 2019, 64-bit |
| QuarkXPress Server 16.x (2020) | Windows Server 2012 R2, 64-bit Windows Server 2016, 64-bit Windows Server 2019, 64-bit |
OS Support — Quark XML Author
| Windows OS Supported | |
|---|---|
| Quark XML Author 10.x (For QPP NextGen 4.x) | Windows 8 — 64-bit Windows 8.1 — 64-bit Windows 10 — 64-bit |
| Quark XML Author 9.x (For QPP NextGen 3.x) | Windows 8 — 64-bit Windows 8.1 — 64-bit Windows 10 — 64-bit |
| Quark XML Author 8.x (For QPP NextGen 2.x) | Windows 8 — 64-bit Windows 8.1 — 64-bit Windows 10 — 64-bit |
| Quark XML Author 7.x (For QPP) | Windows 7 — 32-bit, 64-bit (Enterprise, Professional or Ultimate) Windows 8 — 32-bit, 64-bit Windows 8.1 — 32-bit, 64-bit Windows 10 — 32-bit, 64-bit |
MS Office Word Support – Quark XML Author
| MS Office Word Supported | |
|---|---|
| Quark XML Author 10.x (For QPP NextGen 4.x) | Microsoft Office Word 2016 64-bit, Professional Edition (Semi- Annual Channel: Version 1602, Build 6741.2071, released on September 13, 2016, or later) Microsoft Office 365 64-bit |
| Quark XML Author 9.x (For QPP NextGen 3.x) | Microsoft Office Word 2016 64-bit, Professional Edition (Semi- Annual Channel: Version 1602, Build 6741.2071, released on September 13, 2016, or later) Microsoft Office 365 64-bit |
| Quark XML Author 8.x (For QPP NextGen 2.x) | Microsoft Office Word 2016 64-bit, Professional Edition (Semi- Annual Channel: Version 1602, Build 6741.2071, released on September 13, 2016, or later) Microsoft Office 365 64-bit |
| Quark XML Author 7.x (For QPP) | Microsoft Office Word 2010 32-bit, Professional Edition Microsoft Office Word 2013 32-bit, Professional Edition (Build 4849.1000 or later) |
OS Support — Quark Docurated
OS / BROWSER SUPPORT
Quark Docurated web-based services are supported on the latest version of the following browsers:
Windows 10: Latest versions of Chrome, Edge, IE 11
Mac 10.14 and later: Latest versions of Safari, Chrome
iOS 12, 13 or 14: Latest versions of Safari, Chrome
Updated: December, 2025
