Customer Support | Questionmark

Customer Support

Proudly supporting our customers

Online Knowledge Base, product and best practices guides

Questionmark provides an extensive range of online product documentation, including installation guides, quick-start guides, manuals, and best practice guides in the Learning section of our website:

How to contact Technical Support

Americas

Technical Support: support@questionmark.com

Phone: 
+1 800-597-3950  or 
+1 203-425-2400

Europe

Technical Support: support@questionmark.com

Phone:
+44 20 7561 5390  (United Kingdom)
+49 61 197 869000 (Germany)

Pacific Rim

Technical Support: support@questionmark.com



See a full list of Questionmark sales offices around the world.

Global 24/7 support plans available

Our experienced technical services representatives possess the in-depth product knowledge required to provide customers with superior technical services. Questionmark's support plans supplement your investment so that your deployment and upgrades can be planned and organized without undue stress. The enterprise support plans provide additional premium support options.

"Community editions" of Questionmark software

For some products, Questionmark makes "community editions" of its software available for download from the Questionmark website and/or the Questionmark developer support site. Community editions are freely available applications and connectors that build on Questionmark’s Open Assessment Platform™. Community edition software is openly developed and maintained in the community and is distributed using open-source licenses.

Questionmark does not provide support for community edition software but anyone is free to download, use, modify, and redistribute it. Click here for a Knowledge Base article with more information about community editions of Questionmark products.

Questionmark's sunset policies

In order to continue providing reliable, high-quality products and services, Questionmark periodically "sunsets" or retires older versions of its products, thereby discontinuing technical support for these versions. Retiring older products allows Questionmark to focus resources on enhancing products and providing support for more current versions.

If you are currently using a retired Questionmark product but want to continue receiving live technical support, you will need to install and register a supported version. Here is basic information about Questionmark’s sunset policies. If you require more information, please email info@questionmark.com.

  • Minor versions will be supported by phone and email for 24 months after the release date of the next major version. However, issues that need resolution will almost certainly require an upgrade to the latest version.
  • Customers are encouraged to move to the next major version as soon as possible.
  • Public training courses for previous major versions will stop within 2 months of the release of the next major version.
  • Private training courses for previous major versions will stop within 6 months of the release of the next major version.
  • Consulting services on previous major versions will stop within 6 months of the release of the next major version.
  • Issues with the previous version will be fixed at Questionmark’s discretion, depending on the severity of the problem.

Support status of recent versions of Perception: 

VersionDate releasedSupport status
5.7 May 2014
  • The current supported version of Questionmark Perception
  • Customers are advised to upgrade to Perception 5.7 Service Pack 3
5.4 May 2012
  • No longer supported
  • Fixes for critical issues may be issued at the discretion of Questionmark; however, resolution to most issues will require an upgrade.
5.2 June 2010
  • No longer supported

Email support for 30-day trials

Prospective customers may send us email at any time, free of charge to: support@questionmark.com. Your query will usually be answered, by email, within one working day. If you are having any kind of difficulty with Questionmark, this may be an effective way to find the solution.