Customer Support

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Get help from our Knowledge Base and product guides

Questionmark provides an extensive range of online product documentation, including installation guides, quick-start guides, manuals, and best practice guides on our support site:

How to contact Technical Support

Americas

Email:
support@questionmark.com

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

Europe

Email:
support@questionmark.com

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

Pacific Rim

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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 on-premise versions of Questionmark software: 

VersionDate releasedSupport status
Questionmark OnPremiseJuly 2017
  • The current supported version of Questionmark's assessment management system that can be deployed on-premise
  • Effective July 2017, Questionmark OnPremise replaces Questionmark Perception. 
  • All customers currently using Questionmark Perception are encouraged to either upgrade to Questionmark OnPremise or consider moving to Questionmark OnDemand
Questionmark Perception 5.7May 2014
  • Questionmark Perception has been replaced with Questionmark OnPremise
  • Perception 5.7 Service Pack 3 was the most recent supported version
  • Fixes for critical issues may be issued at the discretion of Questionmark; however, resolution to most issues will require an upgrade.
  • Support for Questionmark Perception will cease in July 2019 (see "Sunset Policy" above)
Questionmark Perception 5.4May 2012
  • No longer supported
Questionmark Perception 5.2June 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.