Welcome to Quark Support Centre

Product Support Policy

Support Terms

End Of Sale — EOS

The date when a product release is no longer available for new sale to the customer. We generally support upto two major versions before they are declared EOS i.e current major version and the one before that.

End Of Life — EOL

The date on which product reaches end of life for technical support and product updates. Our end of life cycle generally spans between 24 months to 30 months before declaring the end-of-life for that product version. Once a product reaches EOL, it is not available for download/install. It will not have any technical support or any updates.

Technical Support

Support provided by Quark to Advantage/Maintenance Plan customers via portal, phone, chat for a QuarkXPress release.

Self-help Support

Self-support documentation available to customers on our support portal – support.quark.com.

Major Release

Major Release is a Product release which delivers significant new features, enhancements to existing features, or performance improvements, as well as Error corrections. QuarkXPress delivers atleast one Major release annually and are also called Annual Releases. Major release is determined by the first number in the version format (X.x.x). The QuarkXPress Major Release generally introduces new QuarkXPress document version.

Feature Updates

A superseding release of the current major release, which adds to, improves or enhances substantial features, functionalities and capabilities of the current release. QuarkXPress delivers Feature releases every quarter and is determined by the second number in the version format (x.X.x). They are also called Quarterly Releases.

Bug-fix Updates

Updates that primarily includes corrections, bug fixes and/or minor modifications. It supersedes the current Feature Release, which address customer reported defects. Bug-fix release is generally published every month and is determined by the third number in the version format (x.x.X). Also know as Monthly Releases.

OS upgrade releases

Product release addressing the latest OS upgrade compatibility. Major and Minor releases address the OS upgrade issues.

Legacy Version

Product that has reached End-of-life, becomes legacy versions. No Support is available for these versions

Support Plan

Advantage Plan

QuarkXPress Advantage is a new program from Quark that offers members ongoing updates to QuarkXPress, unlimited tech support, exclusive offers and more. For more information Check here.

1. Advantage Customers get access to all the releases that are done during their advantage period.

  • Major Releases
  • Feature Updates
  • Bug-fix Updates

2. Unlimited tech support

Advantage expired

Customers with no active advantage plan. Once advantage plan is expired, user will not be entitled to any new Major/Feature releases or free support. But will only be entitled for the Bug-fix releases applicable to the latest version of QuarkXPress owned.

Support Entitlements

The following provisions detail Quark’s provision of support services to an eligible entity (“Customer”) for the applicable On-premise 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 advantage customers on a 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, support is available in English language only.

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

Technical Support Numbers
United StatesGermanyUnited KingdomFrance
9 AM – 8 PM EST
800-676-4575
8:30 AM – 5:30 PM CEST
800-180-1010
8:30 AM – 5:30 PM CEST
800-101-7082
8:30 AM – 5: 30 PM CEST
800-913-457
Chat Support

Chat support is available to our Advantage customers 24×7

Self-help

Our online knowledge base here, is available to all our customer irrespective of their current advantage plan state, for their self-help.

Initiating and Processing of Support Request

To initiate a request for support services from Quark, Advantage plan must be valid and customer must identify the failure of the applicable Product to perform in accordance with the applicable 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:
Target response time for a support request based on Severity
SeverityDescriptionResponse Time (hours)Resolution Time (days)
Sev 1An error that renders the Quark Products inoperative or cause the Quark products to fail.13
Sev 2An error that affects performance of the Quark products but does not prohibit use of the Quark products.26
Sev 3An error that does not affect functionality that is a cosmetic issue or minor annoyance.410
Processing of Support Request within defined Resolution Time

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 defect 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. 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

If the support request does not qualify as a valid failure to the applicable Product against it’s published product documentation, then it will be treated as 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 in any change to the Resolution Times identified herein.

Remote Support

Customer may request support services via remote computer access. If so requested, Customer agrees to allow Quark permission to remotely access any and all Customer systems on which the Quark Products depend, via an external computer controlled by Quark, for the sole purpose of providing support services to Customer.

Service availability as per different life-cycle stages of a product
Service entitlements for Advantage Plan
New/Improved FeaturesOS Upgrade ReleaseTechnical SupportBug-Fix updatesSelf-help Support
Current Latest Version
End-of-sale — EOS
End-Of-Life EOL

Note: Advantage Plan allows access to all the Major(annual) and Feature(quarterly) Releases delivering all the new/improved features of QuarkXPress, along with any Bug-Fix Updates(monthly).

  • All the monthly Bug-fix updates are available only for the current latest version of QuarkXPress.
  • Bug-fix updates for EOS products are available on quarterly basis.
Service entitlements for Advantage expired
New/Improved FeaturesOS Upgrade ReleaseTechnical SupportBug-Fix updatesSelf-help Support
Current Latest Version
End-of-sale — EOS
End-Of-Life EOL

Note: Customers with advantage plan expired, are only entitled for those Bug-fix updates that are available for the latest feature update customer owns.

QuarkXPress versions and their entitlements
QuarkXPress life-cycle stages for different versions
Current VersionEnd-of-sale — EOSEnd-of-life — EOL
QuarkXPress 202131st July 2023
QuarkXPress 2020Previous Version31st July 2022
QuarkXPress 2019Legacy
Product wise support available for Advantage Plan
Download & InstallationSerial number & ActivationHow To’s & TroubleshootingSelf-help support
QuarkXPress 2021
QuarkXPress 2020
QuarkXPress 2019
Product wise support available for expired Advantage Plan
Download & InstallationSerial number & ActivationHow To’s & TroubleshootingSelf-help support
QuarkXPress 2021
QuarkXPress 2020
QuarkXPress 2019

OS Plan

OS Supported for different QuarkXPress versions
Mac OS SupportedWindows OS Supported
QuarkXPress 2021
  • MacOS® 10.14.6 — Mojave
  • MacOS® 10.15.1 — Catalina
  • MacOS® 11.0.1 — Big Sur
Microsoft® Windows® 8.1 with April 2014 update roll up update (KB2919355) and March 2014 servicing stack update (KB2919442) (64 Bit), Windows® 10 Version 1803 (64 Bit) or later
QuarkXPress 2020
  • MacOS® 10.14.6 — Mojave
  • MacOS® 10.15.1 — Catalina
  • MacOS® 11.0.1 — Big Sur
Microsoft® Windows® 8.1 with April 2014 update roll up update (KB2919355) and March 2014 servicing stack update (KB2919442) (64 Bit), Windows® 10 Version 1803 (64 Bit) or later
QuarkXPress 2019
  • MacOS® 10.12.6 — Sierra
  • MacOS® 10.13.6 — High Sierra
  • MacOS® 10.14.6 — Mojave
  • MacOS® 10.15.1— Catalina
Microsoft® Windows® 8.1 with April 2014 update roll up update (KB2919355) and March 2014 servicing stack update (KB2919442) (64 Bit), Windows® 10 Version 1803 (64 Bit) or later

Minimum System Requirements:
CPU with dual cores or more
4GB RAM available for QuarkXPress
2GB hard disk space for installation

Frequently asked questions

Is this a global policy?

Yes, the QuarkXPress and 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 Quark, which include the latest features, capabilities, and security updates.
Unsupported versions are older versions with EOL, that are not in alignment with this policy. Unsupported versions do not include the latest features, capabilities and security updates.

What if I do not upgrade to current supported version, and still use EOL software?

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

What is Legacy version?

Any product that reached EOL is called legacy, for example QuarkXPress 2018, 2017, …QuarkXPress 4 etc all are legacy versions

have Legacy version of QuarkXPress, but I am not able to install it on latest OS. Can I expect a new OS upgrade release?

No, Any product that is EOL will not have any upgrade

I have perpetual license of QuarkXPress, but I lost my validation key. Can I get this key from Quark again?

If the QuarkXPress version you own still has not reached EOL, then only Quark will be able to help.

Do I get any help from Quark in activating my copy of QuarkXPress on a new machine?

If the QuarkXPress version you own still has not reached EOL, then only Quark will be able to help. For more on activation click here

Who Can I contact for more information?

Contact Quark Customer Care if you still require assistance or have more questions regarding your Quark software.

Support Terms

End Of Sale — EOS

The date when a product release is no longer available for new sale to the Customer. We generally support up to two major versions before they are declared EOS, i.e., the current major version and the one before.

End Of Life — EOL

The date on which a product version reaches the end of life for technical support and product updates. Our EOL cycle generally spans between 24 months and 30 months. Once a product version reaches its EOL, it is no longer available for download/install. It will not have any technical support or any updates.

Technical Support

Quark’s support to Advantage/Maintenance Plan customers via portal, phone, chat for a QuarkXPress Business release.

Self-help Support

Self-support documentation available to customers on our support portal – support.quark.com.

Major Release

Major Release is a Product release that delivers significant new features, enhancements to existing features, performance improvements, and error corrections. QuarkXPress Business provides at least one Major release annually – also called Annual releases. A major release is determined by the first number in the version format (X.x.x). The QuarkXPress Business Major release generally introduces a new QuarkXPress Business document version.

Feature Updates

A superseding release of the current major release adds to, improves, or enhances important features, functionalities, and recent release capabilities. QuarkXPress Business delivers Feature releases every quarter and is determined by the second number in the version format (x.X.x). These are also called Quarterly Releases.

Bug-fix Updates

Updates that primarily include corrections, bug fixes, and minor modifications. It supersedes the current Feature Release, which addresses Customer reported defects. Bug-fix release is generally published every month and is determined by the third number in the version format (x.x. X). Also, known as Monthly Releases

OS upgrade releases

Product release addressing the latest OS upgrade compatibility. Major and Minor releases address the OS upgrade issues.

Legacy Version

The product version that has reached End-of-life becomes the legacy version. No support is available for these versions

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.

Technical Support Numbers
United StatesGermanyUnited KingdomFrance
9 AM – 8 PM EST
800-676-4575
8:30 AM – 5:30 PM CEST
800-180-1010
8:30 AM – 5:30 PM CEST
800-101-7082
8:30 AM – 5: 30 PM CEST
800-913-457
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:
Target response time for a support request based on Severity
SeverityDescriptionResponse Time (hours)Resolution Time (days)
Sev 1An error that renders the Quark Products inoperative or cause the Quark products to fail.13
Sev 2An error that affects performance of the Quark products but does not prohibit use of the Quark products.26
Sev 3An error that does not affect functionality that is a cosmetic issue or minor annoyance.410
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

OS Supported for different QuarkXPress Business versions
Mac OS SupportedWindows OS Supported
QuarkXPress Business
  • MacOS® 10.14.6 — Mojave
  • MacOS® 10.15.1 — Catalina
  • MacOS® 11.0.1 — Big Sur
Microsoft® Windows® 8.1 with April 2014 update roll up update (KB2919355) and March 2014 servicing stack update (KB2919442) (64 Bit), Windows® 10 Version 1803 (64 Bit) or later

Minimum System Requirements:
CPU with dual cores or more
4GB RAM available for QuarkXPress Business
3GB hard disk space for installation

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.

Elements of support

Quark Provides following types of support services for Cloud based offerings.

Feature Updates

Quark feature updates are managed through Quarterly Feature releases.

Process For Feature Request

If the support request does not qualify as a valid failure to the applicable Product against its published product documentation, then it will be treated as Feature Request and will be scheduled for upcoming releases.

Bug Fixes

Quark manages bugs through patch management process which is governed in accordance with below SLA guidelines.

Target response time for a support request based on Severity
SeverityDescriptionResponse Time (hours)Resolution Time (days)
Sev 1An error that renders the Quark Products inoperative or cause the Quark products to fail.13
Sev 2An error that affects performance of the Quark products but does not prohibit use of the Quark products.26
Sev 3An error that does not affect functionality that is a cosmetic issue or minor annoyance.410
Processing Of Support Request Within Defined 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 defect 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. 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.

Security Updates

Quark keeps on reviewing its solution and product on regular basis for any Security and vulnerability risks and release updates, as and when required to manage / mitigate those risks.

Os Compatibility

Quark provides compatibility support for the latest version of its apps with these operating systems:

  • Windows 10: Latest version and two immediately preceding updates.
  • macOS: Latest version and two immediately preceding updates.
  • iOS: Latest and immediately preceding version.
  • Android: Latest and two immediately preceding versions.
Browser Support

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

  • Safari 
  • Google Chrome
  • Microsoft Edge
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 in any change to the Resolution Times identified herein.

Contact Us

QuarkXPress Advantage Members: To receive free support, Login to submit a ticket or if you are a new member Sign-Up to create your support portal account today.

Not on Advantage? Login or create a support portal account to contact us to learn what options you have

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Knowledge Base

You may browse through our Knowledge Base section to check out frequently asked questions and get the best practices.



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Announcements

August 2018 Release Notification for Enterprise

Please note that technical support for QuarkXPress 2018 will end on July 31, 2020.
Please note that technical support for QuarkXPress 2017 ended on November 30, 2019.

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