Standards of Service
Contents
- Payment
- Hours of Operation
- Support Standards
- IPS License Terms
- Multiple License Terms
- License Transfers
- License Keys
- Company Forums
Other Documents
We publish our Standards of Service as an easy to read, plain-English frequently asked questions on the how, why, and wherefore of our customer service, and what you can expect from us when you purchase our products or services.
Payment
We accept Visa, MasterCard, American Express, and Discover credit cards and PayPal.
We review all orders to protect both you and us from fraudulent transactions. This means that there is sometimes a delay in processing your order (up to one business day) however during business hours expect a one hour activation time. Feel free to contact customer support for order status.
It is our policy to deny refunds for software once it is downloaded and/or installed for you by our technicians. Please use our demo systems or contact our sales department with any questions you may have about product or service performance before you purchase.
Payment terms are net 5.
You must contact us with any billing questions or discrepancies. Performing a chargeback or dispute with your card issuer will result in immediate and permanent account termination.
Hours of Operation
Our hours of operation are posted on the contact page at all times. While we answer support tickets during off hours certain types of requests such as billing, customer service, and advanced support are examples of issues that may require advanced services only available during business hours.
Support Standards
Our average response time is less than two hours but, depending on the nature of your request, it may take up to two business days for your issue to be addressed. Our technicians will work to keep you updated on your request's progress.
IPS requires you to be using the latest version in an active release series. This is to minimize diagnostic and support times that would require us to potentially address an issue that's already resolved in a later release. Keeping your Invision Community up-to-date is also in your best interest from a security standpoint.
You can always view your existing tickets to see the progress of your request or what department your ticket has been assigned to. After a ticket has existed for 48 hours, you may request that your ticket be escalated for management review if you feel your issue is not being resolved properly. Billing, customer service, and special requests will only be answered during normal business hours.
IPS cannot support modifications to the software. If a modification you have installed is causing issue, our only solution will be to revert back to an unmodified state and provide a recommendation to work with the developer of the modification.
In some circumstances server-level issues will impact our software's ability to function properly. IPS cannot make adjustments to your server hosting environment to bring it within acceptable standards. IPS does not provide server or system administration assistance.
IPS reserves the right to refuse immediate and ongoing support in the event your self-hosting environment is deemed to be inadequate and/or unreliable for the purpose of executing the software.
Our staff will often need access to your community admin area or server file system to diagnose a support issue. If you cannot or will not provide such access: support will be limited or unavailable.
IPS technicians use web-standard methods such as FTP, SSH, and SCP to access servers when we may need to diagnose. We may not be able to use other methods for access.
To obtain technical support, your hosting environment must meet the minimum requirements as outlined on our purchase page. We do not recommend or provide full support for Windows server environments.
Our technical support is designed to assist you with the built-in functionality of our software or to address problems running our software in a normal manner in a hosting environment that is the norm for the majority of web hosting providers. Special services (conversions, server transfers, database management, etc.), customizations (both code and design), and sever-level assistance are outside the scope of typical support.
License Terms
The standard license term gives you access to upgrades to the software on one active licensed URL for the first six months of your license. After six months, if you choose not to renew at the prices listed, your software will continue to operate however you will lose access to upgrades, technical support and hosted services such as spam mitigation. Note that, whenever possible, security patches are made available to all customers even if you choose not to renew your service.
If you choose to renew your Standard license after the first six months, the renewal includes downloadable product upgrades, services such as spam mitigation as well as ticket support.
Multiple License Usage
If you have multiple Suite licenses, you must generate and perform separately for each license, a download of your available products. You may not share products across IPS Suite licenses. You may not use ANY software from a download acquired via an active license to upgrade an instance that does not have a valid/active license. Doing so would violate the agreement and lead to potential license termination.
License Transfers
Non-legacy licenses that are currently and have been active for six months or more are eligible to be transferred to a third party using the transfer tool within the client area. Please note that any transfer outside of this system is not authorized and will not be honored by IPS. This service is subject to a fee and may only be transferred by the original license holder.
License Key Usage
One license key per license will be issued. It is your responsibility to safeguard this key and only allow its use on a site under your direct control. A $50 administrative fee will be applied to any instance in which IPS needs to reclaim a license key, have the software removed from an unauthorized site and re-issue you a new key.
Company Community
Our company forums are provided as a convenient place for customers to interact. It is important to note that the community is not part of customer service only an added benefit and access may be removed. We may from time to time be forced to remove an account from access to the Company Community if someone is posting items which are disrupting other's access to the forums.