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.
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. IPS Hosting customers have the option of after-hours emergency support if their site is not responding.
IPS Hosting Emergency Support
We staff our system 24/7/365 but only answer general technical support questions during normal business hours. If you are an IPS Hosting customer and your site is offline after hours at any time you can submit an emergency support request which will instantly page our after-hours techs.
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.
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 use the management escalation feature to tag your ticket for management review if the 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 unmodified files.
In some circumstances server-level issues will impact our software's ability to execute properly. IPS cannot make adjustments to your server hosting environment to bring it within the normal environment most hosting providers use.
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.
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 support.
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.
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.
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.
Invision Power Services, Inc.
Invision Power Board Software
End User License Agreement
Invision Power Services (IPS) grants you a non-exclusive license to use the Software on one installation to be accessible by one URL (web address) subject to the provisions in all sections of this Agreement.
Invision Power Board is offered under unique licensing terms varying based on your purchase choice. All license terms allow you to operate your then-installed copy of the software without further renewals or costs. Extending technical support and additional services incurs additional fees and vary based on license type chosen at purchase time.
SCOPE OF GRANT
- customize the Software's design and operation to suit the internal needs of your web site except to the extent not permitted in this Agreement
- produce and distribute modification instructions, Skin packs, or Language packs provided that they contain notification that the Skin and Language packs were exported from and originally created by Invision Power Board and/or IPS. The modifications instructions you personally create are not owned by IPS so long as they contain no proprietary coding from Invision Power Board
- create applications which interface with the operation of the Software provided said application is an original work
You may not:
- permit other individuals to use the Software except under the terms listed above
- reverse engineer, disassemble, or create derivative works based on the Software for distribution or usage outside your web site
- use the Software in such as way as to condone or encourage terrorism, promote or provide pirated Software, or any other form of illegal or damaging activity
- modify and/or remove any copyright notices or labels on the Software on each page (unless copyright output removal license is purchased) and in the header of each script source file
- distribute the Software
- distribute individual copies of files, libraries, or other programming material in the Software package
- distribute or modify proprietary graphics, HTML, or CSS packaged with the Software for use in Software applications other than Invision Power Board or web sites without written permission from IPS
- modify the software to function in more than instance or location (URL, domain, subdomain, etc.) from a single set of source program files unless each location is separately licensed
DISCLAIMER OF WARRANTY
The Software is provided on an "AS IS" basis, without warranty of any kind, including without limitation the warranties of merchantability, fitness for a particular purpose, and non-infringement. The entire risk as to the quality and performance of the Software is borne by you. Should the Software prove defective, you and not IPS assume the entire cost of any service and repair. In addition, the security mechanisms implemented by IPS Software have inherent limitations, and you must determine that the Software sufficiently meets your requirements. This disclaimer of warranty constitutes an essential part of the Agreement.
Title, ownership rights, and intellectual property rights in the Software shall remain with IPS. The Software is protected by copyright laws and treaties. Title and related rights in the content generated through the Software is the property of the applicable content owner and may be protected by applicable law. This License gives IPS no rights to such content.
This Agreement will terminate automatically upon failure to comply with the limitations described herein or on written notice from an authorized representative of IPS. On termination, you must destroy all copies of the Software within 48 hours. Termination of the license due to noncompliance will not result in any refunds of license fees.
IPS reserves the right to publish a selected list of users of the Software. IPS reserves the right to change the terms of this Agreement at any time. Changes to the Agreement will be announced via email using the IPS email notification list. Failure to receive notification of a change does not make those changes invalid. A current copy of this Agreement will be available on the Invision Power Board web site.
Skin packs and Language packs are defined as the group of code, text, and graphics that are exported from the Software using the provided functions of the Software Administration Control Panel. Integrated add-ons for Invision Power Board are released under this Agreement. Purchasing or downloading integrated add-ons constitute an additional, separate instance of this Agreement.
Technical support will not be provided for third-party modifications to the Software including modifications to code, Skin packs, and Language packs to any license holder. If the Software is modified using a third-party modification instruction or otherwise, technical support may be refused to any license holder.
Authorization to remove or modify output of copyright notices can be obtained from IPS for a fee. This fee authorizes you to remove the output of copyright notices: it does not give you authorization to remove any copyright notices in the program source files or any other rights.
This Agreement shall be governed by the Laws of the Commonwealth of Virginia and the Laws of the United States of America. Any action in regard to this Agreement or arising out of its terms and conditions shall be instituted and litigated in the Circuit Court of Bedford County. Each of the parties consents to jurisdiction in such Court and agrees that service of process as provided by the states and rules of civil procedures of the Commonwealth of Virginia shall be sufficient. (FTB)
Invision Power Services, Inc., PO Box 2365, Forest, VA 24551. For questions, write to the above address, or email firstname.lastname@example.org.