Standards of Service

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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.


Our Commitment To Privacy

Your privacy is important to us. To better protect your privacy we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used. To make this notice easy to find, we make it available on our homepage and at every point where personally identifiable information may be requested.

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. 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.

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 IPS Community Suite 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.

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 acceptable standards.

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 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.

Software License

Invision Power Services, Inc.
Invision Power Board Software
End User License Agreement

1. ACCEPTANCE

This software license agreement (the “Agreement”) is between you (either an individual or entity, hereinafter referred to as “You” or “Your”) and Invision Power Services, Inc. (“IPS”, “We”, “Our” or “Us”) and pertains to the IPS Community Suite software, its components, features, enhancements, updates and modifications (collectively the “Software” or “Suite”) and any related services (“Services”) provided by IPS under this Agreement.

By purchasing, downloading, accessing, installing, facilitating the installation or using the Software or Services (or allowing or authorizing any other person to do so) you are warranting that you have the authority provided by your state, country or jurisdiction to enter into a legally binding contract and that you have read and agree to be bound by the terms of this Agreement. You understand and acknowledge that this Agreement comprises the entire agreement between You and IPS. This Agreement supersedes any prior agreements, promises, representations or descriptions. If you do not agree with the terms and conditions set forth hereinafter, you may not purchase, download, access, install or use the Software or Services. This Agreement may only be modified in writing, signed by an officer of IPS and You.


2. LICENSE SCOPE AND GRANT

In consideration for payment of all applicable license fees and subject to the terms and conditions of this Agreement, IPS grants you a revocable, limited and non-exclusive license to install and use the Software and Services on a single installation, accessible via one URL. Access to services, components, software updates and technical support require an active license. All rights in and to the Software and Services are reserved to the use and benefit of IPS and/or its licensors, successors and assigners.

  • Test Installation. You may install and test one additional instance of the Software for the purpose of development and testing. This installation must be and remain isolated and inaccessible to the general public at all times.

3. RESTRICTIONS

Your license to use the Software and Services is subject to the following terms, conditions and restrictions on use:

  • You may alter and modify the Software’s source code for Your use, subject to this Agreement, however, you may not distribute, publish, resell, or otherwise share the Software or derivative works based on the Software without prior express written consent from IPS.
  • You may not utilize the Software or Services to engage in, facilitate, or otherwise allow others to engage in any activity that violates any law or regulation or the terms and conditions within this Agreement.
  • You are solely responsible for complying with all governmental regulations and policies. You agree to indemnify Us from any loss, action or damage arising from Your failure to use the Software in a manner inconsistent with applicable legislation.
  • You may not remove any copyright or proprietary notices on or within the software’s source code at any time. A copyright removal license may be purchased to remove the public display of the Software’s publicly displayed copyright notice.

4. INTELLECTUAL PROPERTY

We have the sole and exclusive right to the Software which is being licensed, not sold, to you by IPS under the terms and conditions of this agreement. The Software is protected by copyright, trademark and other intellectual property laws. IPS reserves any rights not expressly granted herein.


5. ASSIGNMENT

You may not rent, lease, sell, share or authorize or temporarily assign your rights to the license or this Agreement to another individual or entity except as expressly permitted herein.

  • You may, after six months from the original purchase date, permanently transfer your licensing rights and interest in this Agreement to a third party, provided the license is active and in good standing. Any transfer and reassignment must occur via the mechanisms provided within the invisionpower.com client area and all applicable fees must be paid for the reassignment to be considered valid.
  • You agree to provide this Agreement in its entirety to the assignee prior to reassignment and the assignee must agree to be bound to the terms of this Agreement.
  • You acknowledge that account and non license specific materials and purchases, including, but not limited to: account credits and third party (“marketplace”) add-ons and purchases are non-transferrable under any circumstances.
  • We reserve the right to refuse or reject reassignment at our sole discretion.

6. TERMINATION

This Agreement shall remain in effect until terminated. Your rights under this Agreement will automatically terminate without notice from Us in the event you fail to comply with any term or condition within this Agreement. Upon termination of this Agreement, you shall immediately cease all use of the Software and destroy all copies, full or partial, of the Software that may be in your possession or otherwise under your control.


7. MODIFICATION

We reserve the right to amend or modify the terms of this Agreement at any time, and to change, discontinue or impose conditions on any aspect of the Software or related Service and to provide notification solely by posting an updated version of the Agreement on the invisionpower.com website. You acknowledge that you are solely responsible for regularly reviewing this Agreement and our policies. Continued use of the Software after modification to the Agreement constitutes your binding consent to such changes.


8. DISCLAIMER OF WARRANTY

THE SOFTWARE IS PROVIDED “AS-IS” AND TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, WE DISCLAIM ALL OTHER WARRANTIES, CONDITIONS, REPRESENTATIONS OR TERMS, EXPRESS OR IMPLIED, BY STATUTE, COMMON LAW, USAGE OR OTHERWISE, REGARDING THE SOFTWARE AND ANY RELATED SERVICES, INCLUDING THEIR FITNESS FOR A PARTICULAR PURPOSE, THEIR QUALITY, THEIR MERCHANTABILITY, OR THEIR NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SOFTWARE OR ANY RELATED SERVICES IS SECURE, OR IS FREE FROM BUGS, VIRUSES, ERRORS, OR OTHER PROGRAM LIMITATIONS, OR THAT DEFECTS WILL BE CORRECTED. SOME JURISDICTIONS DO NOT ALLOW EXCLUSION OF IMPLIED WARRANTIES, SO THE ABOVE EXCLUSIONS MAY NOT APPLY TO YOU. THE ENTIRE RISK AS TO THE RESULTS, QUALITY AND PERFORMANCE OF THE SOFTWARE IS WITH YOU. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED BY YOU FROM US OR OUR EMPLOYEES, REPRESENTATIVE OR AGENTS OR THROUGH OR FROM THE SOFTWARE OR OUR WEBSITE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED WITHIN. THIS SECTION WILL SURVIVE THE TERMINATION OF THIS AGREEMENT.


9. LIMITATION OF LIABILITY

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL WE, OUR SUBSIDIARIES, OFFICERS, DIRECTORS, SHAREHOLDERS, PARTNERS, EMPLOYEES, AGENTS, CONTRACTORS OR OUR SUCCESSORS BE LIABLE FOR ANY DAMAGES WHATSOEVER, INCLUDING, BUT NOT LIMITED TO PERSONAL INJURY OR ANY DIRECT, INDIRECT, SPECIAL, INCIDENTAL, EXEMPLARY, PUNITIVE, COVER, CONSEQUENTIAL OR OTHER DAMAGES, INCLUDING, WITHOUT LIMITATION, DAMAGES FOR LOSS OF PROFITS, LOSS OF DATA, LOSS OF USE, COSTS OF PROCUREMENT OF SUBSTITUTE GOODS OR SERVICES, BUSINESS INTERRUPTION, LOSS OF GOODWILL OR ANY OTHER COMMERCIAL DAMAGES OR LOSSES, ARISING OUT OF OR RELATED TO THE USE OF, OR INABILITY TO USE, THE SOFTWARE OR ANY RELATED SERVICES OR CONTENT, HOWEVER CAUSED, REGARDLESS OF THE THEORY OF LIABILITY, WHETHER IN CONTRACT, STRICT LIABILITY, TORT (INCLUDING NEGLIGENCE), PRODUCT LIABILITY OR OTHERWISE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES AND EVEN IF A REMEDY SET FORTH HEREIN IS FOUND TO HAVE FAILED OF ITS ESSENTIAL PURPOSE. WITHOUT LIMITING THE FOREGOING, IN NO EVENT SHALL OUR TOTAL LIABILITY TO YOU FOR ACTUAL DAMAGES FOR ANY CAUSE WHATSOEVER EXCEED THE AMOUNT PAID BY YOU TO LICENSE THE SOFTWARE. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE FOREGOING LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU. THESE LIMITATIONS WILL SURVIVE THE TERMINATION OF THIS AGREEMENT.


10. INDEMNIFICATION

You agree to fully indemnify and hold us, our successors, officers, directors, shareholders, partners, employees, agents, contracts and our successors harmless from and against any claim, suit, hearing, action, expense or demand, including without limitation to: all claims for damages, fees or costs (including attorneys’ fees), arising out of or related to the use of the Software and/or any related Services by you, your agents or representatives, anyone under your control, or by any third party using your equipment or accounts to use the Software or Services (for purposes of this section, collectively, “you”); the violation by you of any provision of this Agreement; the violation by you and any laws or regulations; or the infringement or misappropriation by you any copyright, trademark or any other intellectual property right, proprietary right, property right or any other right of ours or any third party. We reserve the right to assume the exclusive defense and control of any matter otherwise subject to indemnification by you, in which event you will cooperate with us in asserting any available defenses and, as set forth above, be fully responsible for our attorneys’ fees.


11. GOVERNING LAW

The license and this Agreement are governed by and construed in accordance with the laws of the State of Virginia, United States of America. You hereby consent to exclusive jurisdiction and venue in the County of Bedford and State of Virginia. By agreeing to the terms of this Agreement, you are waiving any claims that you might otherwise have against IPS based on the laws of other jurisdictions.


12. SEVERABILITY

If, for any reason, a court of competent jurisdiction deems any provision or part of this Agreement to be unlawful or unenforceable, the remainder of the Agreement shall remain in full force and effect.