Desktop publishing specialists Quark has announced significant updates to its online knowledge base that offers customers access to self-service technical support tools.
According to the company, the Quark Knowledge Base allows customers to access technical articles that offer solutions to commonly encountered problems and answers to frequently asked questions.
Each Quark solution featured on the Knowledge Base includes a background section where an in-depth technical analysis is given for specific software behaviour is promised.
Users can conduct searches in English, German, French, and Japanese, while 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 explains Quark.
The new improved 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, 24 hours a day, 7 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."
The Quark Knowledge Base is available here.
The Quark self-service support portal is available here.
Quark recently announced Digital Publishing 2.0, as part of QuarkXPress 8, which promises to allow publishers to focus on creating content for the Web generation of digital devices. Marked by a significant move from simple, black-and-white electronic books, Digital Publishing 2.0 builds on the proliferation of more powerful devices with large colour displays, such as smartphones, to deliver design-rich and interactive content to consumers insists Quark.
QuarkXPress 8 currently costs £779.00 plus VAT for the electronic download or £790.99 plus VAT for the CD-ROM Disc from the Quark store. A 60-day free trial is also available. Upgrades cost £279 plus VAT.
QuarkXPress 8 system requirements are Mac OS X 10.4.6 (Tiger), Mac OS X 10.5.x (Leopard), Mac OS X 10.6.2 (Snow Leopard) or later, Intel or PowerPC based Mac, and Microsoft Windows XP (service pack 2 or 3) or Windows Vista 1.0, Windows 7 (32 and 64 Bit).