WIXLIB

SUPPORT POLICY DECEMBER 2021Support TermsEnd of Sale (EOS)End of Life (EOL)Self-Service SupportMajor ReleaseFeature ReleaseThe date a software product release stops being sold. We generally support up totwo major versions before they are declared EOS (e.g., the current major versionand the one before it).The date on which a software product reaches its end of life in terms of technicalsupport and product updates. Our EOL cycle generally spans 24 to 30 months.Once a software product reaches EOL, it is not available for download/install, and itis not supported or updated.Self-service support documentation is available on our support portal atsupport.quark.com.A new version of software product that includes changes to the architectureand/or delivers significant new features, enhancements to existing features, orperformance improvements, as well as error corrections. Quark delivers at leastone major release annually.A superseding release of the current major release that adds to, improves orenhances substantial features, functionalities and capabilities of the currentrelease. Quark delivers feature releases every six months, referred to as semiannual releases.Maintenance Release / Bug FixAn update, upgrade, revision, patch, bug x, security/vulnerability x 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 orother Quark contract.OS Upgrade ReleaseA release that addresses compatibility with the latest OS upgrades. Major andmaintenance releases address OS upgrade issues.Legacy VersionA software product that has reached its EOL. No support is available for alegacy version unless stipulated in the maintenance contract or agreed in writingwith Quark.Security UpdatesQuark continuously reviews its software products for any security/vulnerabilityrisks and releases updates to manage/mitigate those risks.Remote Desktop DiagnosticsA customer may request support services via remote computer access. In doingso, they agree to grant Quark Support access to any and all customer systemsdependent on Quark products via an external computer controlled by Quark. Thesole purpose of this access is to provide support services to the customer.Technical SupportTechnical Support includes troubleshooting of technical issues and provideresolution/possible workaround to the end user with casetype of an outage, defect, product issue, installation support, product information,how to or sales question.

SUPPORT POLICY DECEMBER 20212Support EntitlementsThe following information details Quark’s provision of support to an eligible entity (“customer”) for the applicableproducts (each a “product” and collectively “products”).PROCESS FOR FEATURE REQUESTTOP PRIORITIES (ISSUES AND BUGS)If the support request does not qualify as a valid productfailure when compared to its associated documentation,then it will be treated as a feature request and may bescheduled for an upcoming product release or as a paidcustomization delivered through Professional Services.Quark manages bug fixes through a patch-managementprocess governed in accordance with our service levelagreement (SLA).Quark Bug ManagementQuark manages bugs through a patch-management process governed in accordance with the belowSLA guidelines.Level 1CriticalBusiness ImpactRenders the Quark product inoperable or causes theQuark products to fail catastrophically.All users are impacted.Response Time3 business hoursTarget Resolutionwithin 1 business dayRCA Analysis within 5 businessdays of resolution of caseLevel 2Major BusinessImpactSeverely degraded performance or some importantfunctionality is unavailable, but the product continues tooperate although in a restricted fashion. No workaround isavailable, and some users are impacted.Response Time8 business hoursTarget Resolution within 10business days*RCA Analysis within 10 businessdays of resolution of caseLevel 3MediumImpactLevel 4LowImpactNo major impact on the use of Quark products, andshort-term workaround is available. Only a few users areaffected.Response Time24 business hoursStandard functionality queries, like how-to questions orrequests for product info, and documentation errors.Response Time72 business hours*Only when RCA is requested Target Resolutionwithin 30 business daysTarget Resolutionwithin 90 business days

SUPPORT POLICY DECEMBER 20213Processing Support Request Within Defined Resolution Time Quark will use commercially reasonable efforts to diagnose a technical issue and provide a remedy by eliminating thedefect, providing software updates, demonstrating how to avoid the issue, or informing the end user that the issuerequires more time to resolve. Despite Quark’s exercise of reasonable efforts, we may not be able to resolve someproblems, so a resolution time is not guaranteed. The processing time begins when the Quark’s Support Team acknowledges receipt of the support request. If thesupport request cannot be resolved within a commercially reasonable timeframe, the support request may be escalatedwithin the Quark Support organization. Customer’s designated technical contact must be available to work with Quark Support while Quark works to resolvethe support request. The SLA is applicable only to reported cases occurring within a production environment and with a case type of anoutage, defect, product issue, installation support, product information, how-to or sales question.Right to Modify Resolution TimesQuark reserves the right to alter resolution times, with reasonable discretion, and will notify customers inadvance if any change to the resolution time will occur.Customers who have a valid support plan or contract may contact Quark Support at the numbers below:UNITED STATESGERMANYUNITED KINGDOMFRANCE9 AM – 8 PM EST8.30 AM – 5.30 PM CEST8:30 AM – 5:30 PM BST8:30 AM – 5: 30 PM 82800-913-457INDIA10:00 AM – 7: 00 PM IST800-050-2361

SUPPORT POLICY DECEMBER 20214QuarkXPress, QuarkXPress CopyDesk & Quark App Publishing Studio Support PlansLicense TypeQuarkXPress SubscriptionStudents, Academic Institutions,Charities and NGOsStandard,Government OrganizationMajor ReleasesYesYesMaintenance ReleasesYesYesTechnical SupportNoYesSupport HoursNA18x5Email/Web Portal SupportNoYesPhoneNoYesChatSales / Account QueriesYesAccess to Knowledge BaseYesYesMulti-Language SupportEN, FR, GEEN, FR, GERemote Desktop DiagnosticsNoYesDownload and InstallationYesYesSerial Number and ActivationYesYesCommercial PlansProduct UpgradesProduct Support

SUPPORT POLICY DECEMBER 20215QuarkXPress, QuarkXPress CopyDesk & Quark App Publishing Studio Support PlansLicense TypeQuarkXPress PerpetualWithout Advantage Plan,Expired Advantage PlanActive Advantage PlanMajor ReleasesNoYesMaintenance ReleasesYesYesTechnical SupportNoYesSupport HoursNA18x5Email/Web Portal SupportNoYesPhoneNoYesChatSales / Account QueriesYesAccess to Knowledge BaseYesYesMulti-Language SupportEN, FR, GEEN, FR, GERemote Desktop DiagnosticsNoYesDownload and InstallationYesYesSerial Number and ActivationYesYesCommercial PlansProduct UpgradesProduct Support

SUPPORT POLICY DECEMBER 20216Quark Publishing Platform (QPP) & Quark Docurated Support PlansBaseSupport PlanExtendedSupport PlanPremiumSupport PlanMajor ReleasesYesYesYesMaintenance ReleasesYesYesYesSecurity Updates& ReviewYesYesYesDeploymentsNoNoYesTechnical SupportYesYesYesSupport Hours9x524x524x7Email/Web Portal SupportYesYesYesPhoneYesYesYesChatYesYesYesAccess to KnowledgeBaseYesYesYesMulti-Language SupportEN, FR, GEEN, FR, GEEN, FR, GEConsultancy for Enhancements & EscalationsNoNoYesRemote DesktopDiagnosticsYesYesYesPlan NameProduct UpgradesProduct Support

SUPPORT POLICY DECEMBER 20217Supported VersionsNew/ImprovedFeaturesOS UpgradeReleaseBug sionEOSEOLSupported Versions — QuarkXPress & QuarkXPress CopyDeskCurrent VersionEOS202220212020or priorEOL31 Nov 202430 Nov 2023Previous VersionLegacy VersionSupported Versions — Quark Publishing Platform (QPP)Current VersionEOSEOLQPP 16.XQPP 15.XPrevious VersionQPP 14.Xor priorLegacy Version31 Dec 2024

SUPPORT POLICY DECEMBER 20218Supported Versions — QPP NextGenCurrent VersionEOSEOLNG 2.XNG 1.X31 Jan 2023Previous VersionSupported Versions — Quark DocuratedNew/ImprovedFeaturesOS UpgradeReleaseBug FixesSelf-ServiceSupportLatestVersionOS Support — QuarkXPress / QuarkXPress CopyDeskmacOS Supported2022macOS 10.15.1 - CatalinamacOS 11.0.1 - Big SurmacOS 12.0.1- Monterey20212020macOS 10.14.6 - MojavemacOS 10.15.1 - CatalinamacOS 11.0.1 - Big SurmacOS 10.14.6 - MojavemacOS 10.15.1 - CatalinamacOS 11.0.1 - Big SurWindows OS SupportedWindows 11 Version 21H2 (64 bit) or later, Windows 10 Version21H1 (64 bit), Microsoft Windows 8.1 with April 2014 update rollupupdate (KB2919355), and March 2014 servicing stack update(KB2919442) (64 bit)Windows 8.1 with April 2014 roll up update(KB2919355) and March 2014 servicing stack update (KB2919442)(64 Bit), Windows 10 Version 1803 (64 Bit) or laterWindows 8.1 with April 2014 roll up update(KB2919355) and March 2014 servicing stack update (KB2919442)(64 Bit), Windows 10 Version 1803 (64 Bit) or later

SUPPORT POLICY DECEMBER 20219OS Support — Quark App Publishing StudioOS COMPATIBILITYBROWSER SUPPORTiOS: 13, 14 and 15Latest versions of the following browsers:Android: 8 and aboveGoogle ChromeMicrosoft EdgeSafari (Mac)FirefoxOperaOS Support — Quark Publishing PlatformWindows OS SupportedLinux OS SupportedQPP 16.xWindows Server 2012 R2, 64-bitWindows Server 2016, 64-bitWindows Server 2019, 64-bitRed Hat Enterprise Linux Server release 7.7 (Maipo)QPP 15.xWindows Server 2012 R2, 64-bitWindows Server 2016, 64-bitWindows Server 2019, 64-bitRed Hat Enterprise Linux Server release 7.7 (Maipo)Browser Support — QPP & QPP NextGen (Quark Author)Browsers SupportedQPP NextGenQPP 15.x and QPP 16.xGoogle Chrome (latest released version)Apple Safari (latest released version)Google Chrome (latest)Apple Safari (latest)Internet Explorer – 10 & 11

SUPPORT POLICY DECEMBER 202110OS Support — QuarkXPress ServerWindows OS SupportedQuarkXPressServer 18.x (2022)Windows Server 2012 R2, 64-bitWindows Server 2016, 64-bitWindows Server 2019, 64-bitQuarkXPressServer 16.x (2020)Windows Server 2012 R2, 64-bitWindows Server 2016, 64-bitWindows Server 2019, 64-bitOS Support — Quark XML AuthorWindows OS SupportedQuark XML Author 7.x(for QPP)Windows 7 — 32-bit, 64-bit (Enterprise, Professional or Ultimate)Windows 8 — 32-bit, 64-bitWindows 8.1 — 32-bit, 64-bitWindows 10 — 32-bit, 64-bitQuark XML Author 8.x(for QPP NextGen)Windows 8 — 64-bitWindows 8.1 — 64-bitWindows 10 — 64-bitMS Office Support – Quark XML AuthorWindows OS SupportedQuark XMLAuthor 7.x(For QPP)Quark XMLAuthor 8.x(For QPP NextGen)Microsoft Office 2010 32-bit, Professional EditionMicrosoft Office 2013 32-bit, Professional Edition (Build 4849.1000 or later)Microsoft Office 2016 32-bit, Professional Edition (Semi-annual Channel: Version1602, Build 6741.2071, released on September 13, 2016 or later.)Microsoft Office 2016 64-bit,Microsoft Office 365 ProPlus (Semiannual Channel: Version 1701, Build7766.2092, released on June13, 2017 or later.)"Microsoft Office 2016 64 bit, Professional Edition (Deferred Channel: Version1602, Build 6741.2071. Released on September 13, 2016)"Microsoft Office 365 (2016 and 2019) 64-bit