Standards of Service
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 limited priority support is provided off hours, certain types of requests such as billing, customer service, and advanced support may require advanced personnel that are only available during business hours.
Support Standards
IPS offers Invision Community in two deployment models: Cloud and Classic (self-hosted). Support scope and availability differ between these platforms.
Invision Community Cloud includes official IPS support. Standard Cloud support often yields an initial response during normal business hours, though response times are not guaranteed and may vary depending on the nature and complexity of the request. Service level agreements (SLAs) and priority support are available only where explicitly provided or purchased. If your needs require guaranteed response times, please contact our sales team for additional support options.
Invision Community Classic (self-hosted) licenses are considered self-managed. Support for Classic is primarily provided through our peer-to-peer Community forums. Official IPS assistance is limited to clearly reproducible product issues and does not include hands-on troubleshooting of customer hosting environments.
IPS strongly recommends performing a complete backup of your community prior to undergoing any major changes, including upgrades. If an operation is unsuccessful and renders your community inaccessible, restoring from backup is the recommended first step.
To be eligible for any official support, installations must be running the latest version within an active release series. This minimizes diagnostic time and avoids addressing issues already resolved in later releases. Keeping your community up to date is strongly recommended for security, performance, and stability.
IPS does not support modified installations. If third-party applications, plugins, or customizations contribute to an issue, customers must revert to an unmodified state and work directly with the third-party developer. IPS reserves the right to refuse support where excessive third-party modifications hinder effective diagnosis or stability.
Self-hosted licenses are self-managed. IPS does not provide server administration, hosting configuration, or system-level support. Environment-level issues, including hosting limitations, configuration problems, third-party services, or resource constraints, fall outside IPS support scope.
IPS reserves the right to refuse immediate or ongoing assistance if a self-hosted environment is deemed unreliable or unsuitable for running the software.
IPS does not log into customer hosting environments for Classic installations. This includes FTP/SFTP, SSH, database access, or control panels. Diagnostics must be based on reproducible behavior in supported reference environments rather than direct server access.
To run Invision Community Classic, your hosting environment must meet the minimum system requirements published on our website. LAMP (Linux, Apache, MySQL, PHP) environments are recommended. Support for non-standard environments may be limited. Windows-based hosting environments are not supported
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, downloads, technical support and hosted services such as spam mitigation.
Licenses left expired for more than 24 months will be expired permanently and cannot be renewed, but you may purchase a new license for full price.
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 transfer or otherwise 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 license termination.
License Transfers
All Invision Community licenses are non-transferrable. Client area accounts may not be shared, under any circumstances, with a third party. Licenses purchased through a business name may have the contact information updated; please contact [email protected] for more information.
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 and management. IPS will not reclaim, rekey or otherwise reissue licenses while an existing installation is present on any given URL; a new license would need to be purchased.
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.