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Frequently Asked Questions

  • How can I purchase your product?

    You can buy Ipswitch Network Management software online, by contacting our sales staff or through one of our many partners.

  • What are your payment terms?

    If you are paying with a purchase order, the terms of payment are Net 30. For all other methods, payment must be received at the point of purchase.

  • Will I get an invoice?

    Ipswitch mails out a copy of the invoice to all customers who purchase direct from Ipswitch (excluding online orders) within 2 business days.

    For online purchases you will receive an email right after your purchase, which provides details about your purchase including payment amount.

  • What is VAT?

    Value Added Tax (VAT) is a general consumption tax assessed on the value added to goods and services. Every Member State of the European Union has a Value Added Tax (VAT) and it applies to all individuals and companies based in the European Union.

    For additional information, see Wikipedia's article on Value Added Tax.

  • Will I be taxed for my purchase?

    Answer/Solution: Phone and fax orders are subject to the following states taxes

    • Georgia - 7%
      • Atlanta, Georgia - 8%
    • Massachusetts - 5%
    • Louisiana - 4%
    • Wisconsin - 5.5%

    Online orders are subject to sales tax in Massachusetts and Washington.

    If you are a tax exempt company, you will need to provide a copy of your tax exempt certificate.

  • Do you offer a government discount?

    We offer a 10% US government discount. You must show proof that you are part of the government.

  • What are your shipping options?

    We use FedEx delivery unless otherwise requested. All shipments are F.O.B. Devens, Massachusetts, U.S.A. Shipping rates are as follows:

    Service Delivery time Shipping charge (Continental U.S.) Shipping charge (Alaska & Hawaii)

    Fedex Priority Overnight

    Delivery the next business day by 10:30 a.m. to most areas. 2 business days to Alaska and Hawaii

    $13

    $20

    Fedex Standard Overnight

    Delivery the next business day by 3 p.m. to most areas. 2 business days to Alaska and Hawaii

    $12

    $19

    Fedex 2 Day

    Delivery in 2 business days by 4:30 p.m. to most areas (by 7 p.m. to residences). 3 business days to Alaska and Hawaii

    $10

    $18

    Fedex Express Saver
    (Please use this service as our default except Alaska and Hawaii)

    Delivery in 3 business days by 4:30 p.m. to most areas (by 7 p.m. to residences)

    $6

    Not Available

    Fedex Ground:

    Delivery in 1-5 business days (3-7 business days to and from Alaska and Hawaii)

    $5

    $15

    International

    Service Delivery time Shipping charge (Continental U.S.) Shipping charge (Alaska & Hawaii)

    Fedex International Priority

    1,2 or 3 business days worldwide (subject to customs delays)

    $23

    $36

    Fedex International Economy

    Within 5 business days worldwide (subject to customs delays)

    $20

    $33

  • Can I get my shipment via regular mail?

    We ship via regular mail only to military bases. Shipments sent via regular mail are shipped without a tracking number and we are not responsible for shipments we cannot track.

  • If I purchase online will software and documentation be shipped out to me?

    No. Your software and documentation are available for download only, however you are able to redownload your software at anytime.

  • What is a Service Agreement?

    Service Agreements allow you to receive unlimited telephone and email support and major product upgrades for twelve months. A 12-month Service Agreement comes with all new purchases unless otherwise indicated.

  • How can I renew my Service Agreement?

    You can renew your Service Agreement online, by contacting our sales staff or through one of our many partners. Upon renewal, you can download the latest version of your software online at http://my.whatsupgold.com using your username or registered email address and password.

  • Will I be reminded about my Service Agreement renewal?

    Two months prior to the expiration of the Agreement we send out a renewal notice along with a quote for any Agreements that are due to be renewed that month. Please remember to make any modifications on that renewal order form if any of your address information has changed.

  • Where can I find the latest updates for my software?

    We update our software on a regular basis. To download the latest updates, log in to http://my.whatsupgold.com.

  • What is your return policy?

    If the Ipswitch Network Management software you purchased does not function as promoted, contact us within 21 days of your purchase to request an RMA number in order to receive a refund. All returns regardless of purchase point must be accompanied by a valid RMA number. Customers purchasing through a third party reseller, integrator, or distribution partner must follow normal return procedures as set forth by that third party. In order to receive an RMA number, the complete contact information for the customer and third party (seller) must be provided in writing to Ipswitch Network Management. Refund requests that do not include this information will be rejected and will not be processed.

    Refunds requested more than 21 days after the initial purchase date will not be issued unless the transaction was subject to a fraudulent purchase or if there is a confirmed bug or quality issue with the software. Ipswitch reserves the right to issue a fix for any bug or known issue in lieu of granting a refund.

    Any software purchased on CD must be in its original packaging, unopened and returned within 21 days of purchase. CDs must be received and processed before a refund will be issued.

    All shipping, handling and delivery charges are non-refundable.

    If you are issued a refund, it should appear on your credit card statement within 5 business days from the time the return was processed. Upon receiving your refund you must uninstall and/or stop using any software product(s) for which you no longer possess a valid, purchased license. Ipswitch Network Management reserves the right to disable any product keys and/or serial numbers issued to you for refunded product(s).

  • What is your upgrade policy?

    We include a 21-day warranty on all purchases, both direct sales and those made through a reseller. If a new version of the purchased software is released within the warranty period we will automatically offer the update to you free of charge. Your warranty begins on the date of purchase.

    After your warranty period, you can continue to get all updates and telephone tech support if you hold a current Service Agreement.

  • What is your technical support policy?

    Technical Support is available to registered owners of Ipswitch products that are within warranty (21 days from date of purchase), or covered by an active Service Agreement. Contact us via email or telephone at 678 287-0700

  • How do I update my contact information?

    If you are updating the contact information or if your company has moved you can update your information online at http://my.whatsupgold.com. Log in and click the "My Account" link.

    If your company has changed names or been bought by another company, you can contact Customer Service for a Change of License application. If your company complies with accepted standards, we will change the license.

  • Do you sell your software through resellers?

    Yes, our software is available through resellers and distributors all over the world. To find a local reseller in the United States, use our Partner Locator.

  • Where can I find your License Agreement?

    Our License Agreement is available here.

  • Need further assistance?