Purchasing and Licensing FAQs

A Simple and Transparent Purchasing Model

Invoiced is different from most companies when it comes to how we sell software. Our goal is to build high performance, reliable and secure software with transparent and fair pricing. To do this, we rely on a slightly different sales model. Here’s what makes it different:

• A sales team that is there to support your purchase, not force features on you that you don’t need.
• Free and fully functional hosted trials that include technical and sales support.
• Training through our Training & Services program.
• One common Terms of Service Agreement that covers all our Editions.
• Easy purchasing online within your account or through your Invoiced account executive using our simple Order Form.

We’re here to help at any time, so please contact us.

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Evaluations

1. Can I evaluate Invoiced for free before purchasing it?
2. Is Invoiced available to install on my own server?
3. After I evaluate Invoiced, how can I purchase the product?

Pricing and Discounts

1. How much do Invoiced products cost?
2. What training solutions are available?
3. Does Invoiced offer any discounts?
4. Does Invoiced offer reseller discounts?

Terms of Service Agreement

1. Our legal department would like to make some changes to your Terms of Service Agreement. Is that ok?
2. Your Terms of Service Agreement refers to the grant of publicity rights to Invoiced. What does that mean? Can we change that?
3. Your Terms of Service Agreement allows you to change the Terms of Service Agreement at any time? Can we lock down the Terms of Service Agreement on the date we sign the Order?
4. Your Terms of Service Agreement allows you to change your pricing at any time? Can we lock down pricing on the date we sign the Order?
5. Your Terms of Service Agreement allows you to temporarily suspend our account? Why can’t we have the right to be given advance notice?
6. Your Terms of Service Agreement allows you to collect and aggregate data from all customers. Why is this?
7. Your Terms of Service Agreement has its jurisdiction in Texas. Can I change this?

Ordering

1. What is the process for ordering Invoiced products?
2. How can I request a quote?
3. How can I pay an outstanding invoice?
4. How can I submit a purchase order (PO number) to Invoiced?
5. Can I request a quote or invoice in a currency other than US Dollars?
6. Are there any applicable taxes?

Payments & Refunds

1. Which payment methods are accepted, and what are your payment terms?
2. How can I pay an outstanding quote or invoice?
3. I am not in the United States. Will your bank transfer details work for my USD payment to you?
4. After an order has been placed, how and when will the account be activated?
5. Can I get a refund after purchasing a license?
6. Can I cancel my account?

US Taxes

1. Will you apply US sales tax to my order?
2. I’m a Reseller located in a taxable US state, but I’m buying on behalf of a customer who is not located in a taxable US state. Will US sales tax apply?
3. Why am I seeing a US sales tax on my invoice?

Support

1. What kind of support does Invoiced offer?
2. When does support start?

Product Updates

1. Can I choose not to accept software updates?

Licensing

1. How are users counted in Invoiced licenses, as named or concurrent?
2. How are actively billed customers calculated?

Managing My Account

1. How can I update contact information on my Invoiced account?
2. How can I change the billing and administrative contacts for my Invoiced account?
3. Can I have invoices emailed to someone who is not an Invoiced user?
4. How do I change the credit card for my Invoiced account?
5. How can I change or reset my Invoiced password?
6. Where can I access my invoices?

Upgrading Server Licenses

1. How can I purchase or request a quote for additional users in my current Edition?
2. How do I upgrade from one Edition to another?
3. When does my upgrade begin?

Downgrading Licenses

1. What downgrade paths are available?
2. How can I downgrade the number of users in my current Edition?

Customizations and Professional Services

1. What customizations can be made to Invoiced?
2. Can I request a feature?
3. Does Invoiced have a professional services team who can assist with on-site training and implementation?

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Evaluations

1. Can I evaluate Invoiced for free before purchasing it?

Yes, you can sign up for a free Invoiced for at least 90 days before purchase, allowing you to see and use Invoiced software before you proceed with a purchase. Until you activate your account by purchasing, your Invoiced account will not be able to send invoices or process payments.

To sign up for an evaluation account, simply go to Sign Up. Then follow the steps:

1. On the Sign Up page populate the form with your basic details and click the “Sign Up” button to proceed.
2. We will send you an email with a confirmation link.
3. Click the link to activate your account. This also will automatically log you in and you will be navigated to your Dashboard.

If you can’t find your activation email in your inbox, please check your spam folder first. If you have any troubles with accessing your account please get in touch with our Support team so they can assist.

All evaluation accounts include access to our technical support resources.

To activate your commercial license at any time for your free account, you will simply click the Activate button in your account and follow the instructions.

2. Is Invoiced available to install on my own servers?

Invoiced is a fully hosted Software as a Service (SaaS) application. We do not distribute any software for installation on customer servers.

As a SaaS business model, we have built an application that allows our customers to avoid the large initial investment in IT infrastructure and the day-to-day responsibility of maintaining that infrastructure. This allows for faster deployment times, speeding up time-to-value.

Invoiced customers all share the same provider infrastructure, which centralizes and automates administration and updates as they are released. Invoiced provides enterprise grade security and reliability, with built-in disaster recovery and encryption to ensure your data is protected. In addition, Invoiced provides customization capabilities to meet specific needs, and instant scalability allows you to increase or decrease the number of users over time, giving you the flexibility you need to scale your business.

3. After I evaluate Invoiced, how can I purchase the product?

You can purchase Invoiced at any time via your Invoiced account executive or by clicking the Activate button in your Invoiced account.

Pricing and Discounts

1. How much do Invoiced products cost?

Current pricing information is available from your Invoiced account executive.

2. What training solutions are available?

Invoiced offers instructor-led training courses called the Training & Services program. Each course is delivered in our virtual classroom privately for each customer. Please contact your Invoiced account executive for futher details.

3. Does Invoiced offer any discounts?

We do not offer any discounts. Our goal is make an awesome application available at the best price, and to treat every customer equally. We strive to offer the best price on our quotes provided to all customers.

4. Does Invoiced offer reseller discounts?

Invoiced does offer reseller discounts. Discounts are only offered to official Invoiced reseller partners. For information about our partner program, please contact our Invoiced partner team.

Terms of Service Agreement

1. Our legal department would like to make some changes to your Terms of Service Agreement. Is that ok?

With Invoiced’s current price structure, we are unable to make any changes to our Terms of Service Agreement. If you consider our pricing model and the costs of creating and managing individual agreements with each of our customers, you can begin to understand our position. Maintaining a standard Terms of Service Agreement with all of our customers allows us to focus our resources on meeting our obligations under these agreements, and delivering a great service to you. Please also keep in mind that our Terms of Service Agreement has been very carefully authored to be fair to both you and us.

There may be some issues that are not covered here or on the rest of this page. If so, please feel free to contact your Invoiced account executive.

2. Your Terms of Service Agreement refers to the grant of publicity rights to Invoiced. What does that mean? Can we change that?

Invoiced lists a small number of our customers on our website as examples of organizations using our software. All other disclosures about our customers (customer testimonials, case studies, etc.) are done so only after collaborating with and obtaining permission from our customers.

If you don’t want us to mention your company name at all, just contact your Invoiced account executive and we’ll add you to our list of companies requesting not to be party to any disclosures or forms of publicity (including our customer lists on our website).

3. Your Terms of Service Agreement allows you to change the Terms of Service Agreement at any time? Can we lock down the Terms of Service Agreement on the date we sign the Order?

Our objective is to provide a simpleTerms of Service Agreement that is fair to both you and us. We are regularly improving our terms of service, primarily for your benefit. As you can imagine, it would be administratively difficult, and expensive, to have several thousand customers operating on multiple versions of our Terms of Service Agreement. It would be equally difficult and expensive to get agreement from multiple customers before updating our Terms of Service Agreement. We do therefore need the ability to update ourTerms of Service Agreement at any time. Clearly, it would not be in our interests to introduce onerous new terms, as we would not risk negative feedback from the very customers whose business we value.

4. Your Terms of Service Agreement allows you to change your pricing at any time? Can we lock down pricing on the date we sign the Order?

We do need to retain the right to increase prices at our discretion, but we would never force a price increase on a customer. We are continually improving the application, including adding new features, levels of service, security, etc. However, you are protected because no price increase takes place until the end of the then current Billing Period. All price increases are notified to the Billing Administrators in your account. This means that you have the option to cancel your Contract before the end of the then current Billing Period if you do not accept the price changes. We believe that this is a fair and practical solution.

5. Your Terms of Service Agreement allows you to temporarily suspend our account? Why can’t we have the right to be given advance notice?

We take system performance and security very seriously. If we suspect that an individual customer may be acting in a way that compromises performance or security for other users we need to be able to act quickly. However, we do commit to only exercising this right to the minimum extent reasonably necessary to prevent a threat to our service.

6. Your Terms of Service Agreement allows you to collect and aggregate data from all customers. Why is this?

We do this so that we can help you benchmark your performance against their peers. All aggregate data is anonymized.

7. Your Terms of Service Agreement has its jurisdiction in Texas. Can I change this?

Customers may request a change of jurisdiction to Delaware in the United States. To do this, please contact your Invoiced account executive and we will add a note to the Notes section of your Order Form specifying the change of jurisdiction.

Ordering

1. What is the process for ordering Invoiced products?

Signed Orders

Signed orders can be placed via your Invoiced account executive. The order consists of an Order Form containing details of the Edition and number of users that you will be purchasing, plus any services and add-ons. The Order Form contains a link to our Terms of Service Agreement Agreement online. Once we receive your signed order and your account has been activated, an invoice will be sent via email and will be available online in your account. You can add credit card or bank debit details to the Billing section of your account. We also permit in some cases payment by direct bank transfer or check.

Account activation will be available on the start date of your order.

Online Orders

Online orders can be placed via the secure online Activate section of your Invoiced account or with a purchase link provided by an Invoiced representative. Once that is done, an invoice will be sent via email and will be available online in your account. You can add payment information on the purchase page.

Account activation will be immediate.

2. How can I request a quote?

Requesting an obligation-free quote is easy! Just contact your Invoiced account executive for pricing.

3. How can I pay an outstanding invoice?

You can pay an outstanding invoice by adding credit card or bank debit details to the Billing section of your account. You can also pay by direct bank transfer and check. You can find bank payment details on your invoice.

4. How can I submit a purchase order (PO number) to Invoiced?

Before signing an order form, please let your Account Executive know if you need a PO number referenced to update your order form and invoice. The PO number will appear on your order form and invoice. The invoice will be available online in your account.

Invoiced is happy to reference a PO number on an order form or invoice for your internal tracking and record keeping. However, we do not accept purchase orders as form of payment nor the terms and conditions commonly associated with purchase orders. Your account is activated while payment is being arranged, but the invoice must be paid within our payment terms. We are able to keep our prices low by offering a standard Terms of Service Agreement to all our customers and do not offer commercial credit.

Our payment terms, which are generally AutoPay or NET 30, will be specified on your order. Details can be found on the first page of each invoice. If payment is not received within the time for payment, your account will be suspended pending payment after 15 days of non-payment.

5. Can I request a quote or invoice in a currency other than US Dollars?

In order to keep our processes as simple as possible, and our pricing as low as possible, the only currency that we use is US Dollars (USD). We do not issue quotes or invoices in other currencies.

6. Are there any applicable taxes?

Invoiced is a United States-based company. As such, Invoiced must collect sales tax from all United States based customers in states in which we have sales tax nexus.

Payments & Refunds

1. Which payment methods are accepted, and what are your payment terms?

Invoiced accepts the following payment methods:

Credit card* via the Billing section of your Invoiced account and when viewing invoices online.

Bank transfer, which can take up to 7 business days to clear through our banking facilities.

Check, by mailing a check to our check lockbox address provided on our invoice. Check will be the slowest form of payment to use because the check has to go through the mail and be scanned by our lockbox facilities.

Invoiced’s payment terms are generally AutoPay or NET 30 depending upon the details of your order. We will activate your account prior to receipts of payment, but if payment is not received within 30 days your account will be suspended after 15 days of non-payment.

* Credit card and bank debit is the only acceptable form of payment for monthly Invoiced subscriptions.

2. How can I pay an outstanding invoice?

If you have any outstanding invoices in your account please contact our Finance team as soon as possible to avoid any interruptions to your service. You can pay an outstanding invoice by credit card, by bank transfer, or any other payment method we accept. You can find complete payment details on the invoice and when viewing the invoice online

If you have the Credit Card selected as your payment method we collect the payments automatically for each transaction. If you have any outstanding invoices it means that your card was declined and you do one of the following:

• Update your Credit Card details
• Add a new Credit Card to your Invoiced account
• Contact your Credit Card provider and authorize the Invoiced payments (if the payments are being blocked e.g. due to international nature of the transactions)

Once this is completed please get in touch with our Finance team so they can process the outstanding payments again.

If you have Bank transfer selected as your payment method and you know that the payment has already been made at your end, please send your bank’s payment confirmation to our Finance team so they could update our records. Once the payments are received the team will mark the outstanding invoices as paid.

You can check the status of each of your invoices at any time in the Billing section of your Invoiced account.

3. I am not in the United States. Will your bank transfer details work for my USD payment to you?

Only European bank accounts issue IBANs. The SWIFT number and the bank account number that we provide in the invoice will be sufficient for our bank to identify your payment.

4. After an order has been placed, how and when will the account be activated?

If you use the online order process, your account will be activated immediately.

If you use the manual order process through our sales team, you will receive an email on your order start date once the account has been activated.

5. Can I get a refund after purchasing a license?

Invoiced does not provide refunds, however, you can cancel your subscription at any time.

6. Can I cancel my account?

You can cancel your subscription at any time.

To cancel your Invoiced account, please go to the Billing section of your Invoiced account and click the Cancel button to start the process.

Please note: The Invoiced subscription will be terminated immediately after submitting the online request and you will not be invoiced again. No credit is offered for canceling an account prior to the end of a billing cycle. You will retain access to your Invoiced account for the duration of the Billing Period.

US Taxes

1. Will you apply US sales tax to my order?

Yes, Invoiced will collect US state sales tax for customers that do qualify for sales tax when purchasing our product.

If you believe that your purchase of Invoiced is tax-exempt, then you may provide us with a Sales Tax Exemption Certificate and we will mark your account as tax-exempt.

2. I’m a Reseller located in a taxable US state, but I’m buying on behalf of a customer who is not located in a taxable US state. Will US sales tax apply?

US sales tax is calculated for the entity that is purchasing the services. In this case the reseller is the entity being billed and paying sales tax.

If you have determined that your purchase of Invoiced is not taxable, then you may provide us with a Resale Certificate and we will mark your account as tax-exempt. The reseller is responsible for collecting the sales tax from the end user.

3. Why am I seeing a US sales tax on my invoice?

Sales tax is payable based on the location of the customer and prevailing US state tax laws. Sales tax will be applied to all invoices that qualify for sales tax in their respective locations.

Support

1. What kind of support does Invoiced offer?

Global Support is available during US business hours via phone, recommended for critical issues, as well as Live Chat and Email for less urgent issues. Invoiced’s Global Support can help with any of your technical support needs such as:

• defects with/degradation of application services
• system performance issues
• account updates
• information on best practices
• information on features and functionality

2. When does support start?

Support will start when your evaluation account is activated.

Product Updates

1. Can I choose not to accept software updates?

Our product continues to evolve via frequent and significant updates. These are applied automatically to your account. Wherever possible new features will be configurable, so you can turn them on and off in the Settings section.

Licensing

1. How are users counted in Invoiced licenses, as named or concurrent?

A user is by definition any account with the permission to log in to Invoiced. A named user with this permission is counted towards the user limit, whether logged in to the application or not. Our licensing model is not based on concurrent users.

2. How are actively billed customers calculated?

We priced Invoiced to scale for a wide range of businesses with varying needs. When starting out you choose a plan based on the features and invoicing volume you need. Any extra customers that you bill beyond the amount included in your plan cost extra, depending on the pricing tier you have selected.

We calculate the number of customers that you bill within each calendar month. Customers are counted as actively billed if they received an invoice, estimate, made a payment, or have an active subscription within the calendar month. The current month’s usage is displayed in the Billing section. This counter is updated once per day. You can see usage in past months on the Billing section.

If you reach your plan’s quota then we send you an email notification. Any additional customers that you bill within the same calendar month will be billed as an overage, in addition to the base cost of your subscription. We add any additional usage on the next month’s bill, or perform a separate charge if you are billed annually. If you feel a mistake has been made when billing for extra usage then please contact us.

Managing My Account

1. How can I update contact information on my Invoiced account?

Your personal contact information is managed on your Profile page. To update your Invoiced profile:

1. Sign in to your Invoiced account using your existing Invoiced login (email address).
2. Click on your name and go to the My Account page.
3. Click “Edit” link to enter your new information.
4. Once you save the changes we will send you a confirmation email.

2. How can I change the billing and administrative contacts for my Invoiced account?

To modify the users’ permissions and grant them access to the Billing and Settings pages, any existing Administrator will follow these steps:

1. Sign in to your Invoiced account
2. Go to the Settings page.
3. In the Settings page click on the Team link.
4. On the User details page add or modify the appropriate role to the user that needs to have access.

Follow the same steps to downgrade the users’ permissions and block their access to the Billing and Settings pages.

There is no main administrative contact to configure on the Invoiced account and you can have multiple Administrators. All the important system updates and alerts are sent to all the Administrators on the account.

3. Can I have invoices emailed to someone who is not an Invoiced user?

Yes. Please get in touch with our Finance team to have a non-user billing contact added.

4. How do I change the credit card for my Invoiced account?

The Billing Administrator can update that the credit card on their account.

1. Sign in to your Invoiced account.
2. Go to Settings and then to the Billing section.
3. Click the “Update” button in the Payment details section.
4. In the Payment details enter your new Credit Card details and save the changes.

The new card will be charged automatically upon your next transaction.

If you have any outstanding invoices because your original credit card was declined, update your card details or enter a new one as described above. Your outstanding payments will be re-processed automatically upon the Credit Card details update.

5. How can I change or reset my Invoiced password?

To change your password:

1. Sign in to your Invoiced account.
2. Click the “Change password” option available in the My Account page
3. Enter your current and new password in the Change password screen and save the changes.

To reset your password:

1. Go to your Invoiced login page and click the “Forgot password” link, or go to the Reset password page directly.
2. Enter the email address associated with your account, then click “Get link”.
3. We will send you an email with a link that enables you to reset your password.

Please note: If you have the Single Sing-On enabled on your account the options to change or reset the Invoiced password will not be available.

6. Where can I access my invoices?

Billing Administrators can log in to their Invoiced account and review their current subscription details, change payment details, request upgrades and downgrades and download invoices. All historical invoices can be found on the Billing section in the Billing history section.

1. Sign in to your Invoiced account.
2. Go to Settings and then to the Billing section. Scroll down to the “Invoices” section and select the “Download PDF Invoice” option from the drop-down menu to the right of the selected invoice.

Upgrading Licenses

1. How can I purchase or request a quote for additional users in my current Edition?

Billing Administrators can purchase or request an upgrade to get additional users.

To purchase additional users online:

1. Sign in to your Invoiced account.
2. Go to the Account Settings menu and then to the Billing section
3. Click the “Change” button in the Users limit.
4. Enter the total number of extra user seats that you need.
5. Click “Change” to complete the change.

The new user licenses take immediate effect so that additional users can be added to your account right away. The added user seats will be prorated and appear on your next invoice if you are billed monthly. If you are billed yearly or otherwise then a new invoice will be generated according to your account payment terms.

To purchase an upgrade manually, or request a quote, you can use the Upgrade button in your Billing settings.

2. How do I upgrade from one Edition to another?

You can upgrade your account in the Billing section by clicking the Upgrade button or contact your Invoiced sales representative for more information or assistance about upgrading.

Please note: Upgrades take effect on your account right away as soon as you upgrade Invoiced will issue a new invoice and all the features from your selected higher edition are enabled.

3. When does my upgrade begin?

If you purchase online, then your upgrade will begin immediately.

If you request a manual upgrade (within the same edition or to a higher edition), your order will be processed within 24 hours and you will be notified by email that your account has been upgraded.

Downgrading Licenses

1. What downgrade paths are available?

You can downgrade the number of users in your current edition, or downgrade from one Edition to another at any time. Downgrades take place at the start of the next billing period.

2. How can I downgrade the number of users in my current Edition?

Billing Administrators can purchase or request a reduction in the number of users.

To downgrade users online:

1. Sign in to your Invoiced account.
2. Go to the Account Settings menu and then to the Billing section
3. Click the “Change” button in the Users limit.
4. Enter the total number of extra user seats that you need or zero if removing all extra user seats.
5. Click “Change” to complete the change.

To request a downgrade manually, please contact your account manager. If you are not sure who your account manager is, please contact the Support team so they can route your request.

The downgrade request will take effect immediately if done online, or within 24 hours if placed through a change order.

Customizations and Professional Services

1. What customizations can be made to Invoiced?

As a SaaS product, Invoiced is delivered as a standard service and cannot be customized at code level. However, Invoiced’s software is very flexible and configurable via the Settings and developer tools.

2. Can I request a feature?

Of course! Feature requests play an important role in our strategy of open innovation, and enable us to develop a product that provides as much value to our customers as possible. We carefully review all feature requests proposed to us by looking at how often they’ve been requested and how useful we think they’ll be for all our users. The easiest way to submit a feature request is to submit a feature request using our feature request site. Simply provide us with your email address, a brief name for the request along with a description of the requirement, background to the problem and the associated workflow if possible.

3. Does Invoiced have a professional services team who can assist with on-site training and implementation?

Invoiced has a dedicated professional services team that can help with training and implementation. If you are interested in an on-site implementation, please contact your Invoiced account executive who will help tailor a program specific to your needs.