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Services Description  – Community Strategy and Monthly Coaching Package Services

This Services Description (the “Services Description”) sets forth certain strategic services provided by Higher Logic with respect to the Community Strategy and Monthly Coaching Package Services referenced on the Order Form (referred to below as the “Community Strategy and Monthly Coaching Package Services”). The Order Form and Services Description are subject to and governed by the Master Subscription Agreement between the parties referenced in the Subscriber’s Order Form (the “Master Subscription Agreement”).

By executing the Order Form to which this Services Description is attached, Subscriber hereby expressly agrees to all terms and conditions of the Order Form, this Services Description and the Master Subscription Agreement. Defined terms shall have the meaning accorded to such terms in the Master Subscription Agreement unless otherwise set forth herein.  Defined terms shall have the meaning accorded to such terms in the Master Subscription Agreement unless otherwise set forth herein.

Community Strategy and Monthly Coaching Package Services – Scope of Services:

The Community Strategy and Monthly Coaching Package Services consist of the following services related the Subscriber’s online community (the “Online Community”) as set forth below: 1) community strategic planning and 2) community coaching.

For the avoidance of doubt, the Community Strategy and Monthly Coaching Package Services include certain services provided by Higher Logic before and after the implementation and launch of Subscriber’s Online Community (the “Online Community Implementation”).  Subscriber acknowledges that the actual Online Community Implementation provided by Higher Logic is subject to the terms of a separate Services Description and is not part of the Community Strategy and Monthly Coaching Package Services.  Subscriber acknowledges that certain Community Strategy and Monthly Coaching Package Services, as noted below, are dependent upon timely Online Community Implementation and any delay in Subscriber’s timely Online Community Implementation may impact Subscriber’s ability to achieve the metrics of success established during the Strategic Planning Process and may delay the Community Strategy and Monthly Coaching Package Services including but not limited to the Community Coaching services.


Community Strategy and Monthly Coaching Package Services – Points of Contact

Higher Logic:

  • Higher Logic Community Manager or HL Coach: Higher Logic will designate a single point of contact to serve as Community Coach and primary point of contact through the duration of the Community Strategy and Monthly Coaching Package Services (the “Higher Logic Community Coach” or “HL Coach”). Higher Logic may, at its discretion and upon notice to the Subscriber, reassign or change the Higher Logic Coach at any point throughout the Community Strategy and Monthly Coaching Package Services.

Subscriber:

  • POC: Subscriber will designate a single point of contact to facilitate communication and/or escalations during the Community Strategy and Monthly Coaching Package Services as set forth below (the “POC”).   The Subscriber may designate certain Subscriber Membership Stakeholder(s) to work with the POC as set forth below, but the POC will remain the single point of contact for all required Subscriber approvals related to the Community Strategy and Monthly Coaching Package Services.
  • POC Commitment During Community Strategy and Monthly Coaching Package Services:   The POC will provide feedback and all approvals related to the Community Strategy and Monthly Coaching Package Services deliverables, including but not limited to: community strategy and engagement tactics for execution on the Online Community. Approximately 1-3 hours per month consisting of community strategic planning workshop participation, Higher Logic Academy Training, mid-year strategic review participation, Community Strategy and Monthly Coaching session participation (the “Community Strategy and Monthly Coaching Session(s)”) and approval and/or otherwise as directed by Higher Logic.
  • Community Manager: The POC will designate a single point of contact to function as the Subscriber’s Community Manager as set forth below (the “CM”). The CM will work directly with the HL Coach to coordinate the efforts of the Subscriber’s stakeholders and departments. The CM will be responsible for executing on tasks aligned to the community strategy and roadmap, including but not limited to: community moderation, content calendar development, and engagement tactic deployment.
  • Community Manager Commitment During the delivery of the Community Strategy and Monthly Coaching Package Services: 5-10 hours per week consisting of managing the community, maintaining a project plan, community moderation, content calendar design and execution, engagement tactic deployment, and automation rule design and configuration, and providing support to community members.
  • Subscriber Membership Stakeholder(s):  The POC may identify certain Subscriber Membership Stakeholder(s), either a team or individual responsible for collaborating with the POC and the Higher Logic Community Manager to assess the Online Community, provide inputs regarding Community strategy and content.
  • Subscriber Membership Stakeholder(s) Commitment During the delivery of the Community Strategy and Monthly Coaching Package Services:  As directed by the POC, they may provide inputs and will have the responsibility to develop a basic level of understanding of the Online Community’s ’s features and functionality.  Approximately 1-3 hours per month consisting of community strategic planning calls, onsite community strategic planning workshop participation, and mid-year strategic review meeting participation as directed by the POC.
Community Strategy and Monthly Coaching Package Services:

The specific tasks related to the Community Strategy and Monthly Coaching Package Services are set forth below in the Schedule & Milestones section.  For the avoidance of doubt, the Community Strategy and Monthly Coaching Package Services will begin upon Subscriber’s execution of the Order Form which references the “Community Strategy and Monthly Coaching Package Services” and upon Subscriber’s confirmation readiness to start the Community Strategy and Monthly Coaching Package Services.

Community Strategy and Monthly Coaching Package Services – Strategic Services OC Kick Off Call:

The first step in the Community Strategy and Monthly Coaching Package Services is a Strategic Services Kickoff Call (the “Kickoff Call”) to outline and confirm the goals, objectives, milestones, schedule and next steps required to start the Community Strategy and Monthly Coaching Package Services. The Kickoff Call is typically scheduled within one (1) week of execution of the Order Form referencing the Community Strategy and Monthly Coaching Package Services.

Community Strategy and Monthly Coaching Package Services – Subscriber Confirmation of Implementation and Launch Readiness:

Subscriber acknowledges that, because certain Community Strategy and Monthly Coaching Package Services will take place in parallel to, and/or are dependent upon, Subscriber’s timely Online Community Implementation, unless otherwise agreed upon during the Kickoff Call,  Online Community Implementation will take place approximately ninety (90) calendar days from the Kickoff Call (or approximately ninety (90) calendar days from the date Subscriber confirms readiness to begin the Community Strategy and Monthly Coaching Services if that date is after the Kickoff Call). The Subscriber acknowledges and agrees that any delay in Online Community Implementation may impact Subscriber readiness and delay the Community Strategy and Monthly Coaching Package Services.

Community Strategy and Monthly Coaching Package Services – Schedule and Milestones:

Project Phase Project Milestone Estimated Timeframe/Medium
Community Strategic Planning Execution of Order Form referencing Online Community Strategy and Community Strategy and Monthly Coaching Package Services Date of Execution of Order form
Kick Off Call Scheduled within 1 week of Execution of the Order Form (assuming Subscriber readiness).

As determined by Subscriber readiness
Subscriber confirms creation of HL Coach user record in AMS/CRM Within 2 weeks of Kickoff Call
HL Coach conducts Subscriber stakeholder interviews Within 2 weeks of Kickoff call

 

Assuming POC provides required access to Subscriber stakeholders
HL Coach  reviews Subscriber’s background resources Within 2 weeks of Kickoff call

 

Assuming POC provides required access to Subscriber’s background resources
HL Coach conducts User interviews Within 2 weeks of Kickoff call

 

Assuming POC provides required access to users.
HL Coach reviews User background resources Within 2 weeks of Kickoff call

 

Assuming POC provides access to Subscriber’s research and related information
Community Health Review [Primary Community]

 

 Within 2 weeks of Kickoff call

As determined by Subscriber readiness and dependent upon access to the customer’s existing online community

 
HL Coach facilitates a re-Community Strategic Planning Workshop Call with the Subscriber CM and POC Within 1 week of the completion of HL review of: Subscriber Stakeholder Interviews, Subscriber background resources, and User background resources.

 

As determined by Subscriber readiness and access.

 
HL Coach facilitates the Community Strategic Planning Workshop with the CM, POC, and relevant Subscriber Membership Stakeholders Required step in the strategic planning process

Within 4-6 weeks of the Kickoff Call.

 

As determined by Subscriber readiness and completion of the steps listed above.
HL Coach delivers Community: Strategic Plan, 6-month Community Roadmap, Project Plan Within 1 week of the Community Strategic Planning Workshop
Subscriber CM completes Higher Logic Academy Community Training As determined by Subscriber.

 

Recommended timeline: within 4-6 weeks of the Kickoff Call
Virtual Meetings – monthly As determined by Subscriber.

 

Recommended timeline: To begin on the calendar month following the Community Strategic Planning Workshop

For the avoidance of doubt, Subscriber’s Online Community Implementation must be completed  before Higher Logic may provide the following Community Coaching services.  The date that the Online Community Implementation is complete is referred to below as the “Go Live Date” below.

Project Phase Project Milestone Estimated Timeframe/Medium
 Community Coaching Virtual Meetings – monthly As determined by Subscriber.

Recommended timeline: Within 1 week of the Go Live Date and ongoing on a monthly basis throughout the contract cycle.
HL Coach creates a private admin community Within 1 week of the Online Community Implementation (as set forth under the terms of a separate Services Agreement)
Monthly Community Health Review [Primary Community]

 

 Within 4 weeks of the Go Live Date and ongoing on a monthly basis throughout the contract cycle.
Community Engagement Toolkits As determined by Subscriber.

Recommended timeline: Within 1 week of the monthly Virtual Meeting

 
 Impact Reports As determined by Subscriber.

Recommended timeline: Within 3 months of the Go Live date and no more than quarterly through the end contract cycle.
Mid-Year Strategic Review Call.  HL Coach will conduct a review of progress toward Subscriber’s goals. As determined by Subscriber.

Recommended timeline: within 6 months of the Community Strategic Planning Workshop
HL Coach delivers Revised Community: Strategic Plan, 6-month Community Roadmap:  HL CM will deliver a revised Community Strategic Plan based on updated Subscriber goals. Within 1 week of the Mid-Year Strategic Review
Community Strategy and Monthly Coaching Package Services – Subscriber Delays:

Higher Logic reserves the right to reassign resources, reschedule and/or re-prioritize the Community Strategy and Monthly Coaching Package Services or any milestone related to the Community Strategy and Monthly Coaching Package Services in the event that Subscriber is not responsive and/or in the event that the Subscriber requests a delay of the Community Strategy and Monthly Coaching Package Services.  For the avoidance of doubt, any delay in Online Community Implementation may, as set forth above, delay the Community Strategy and Monthly Coaching Package Services.

Community Strategy and Monthly Coaching Package Services –  Assumptions:
  • The Monthly Coaching Sessions will begin during the first calendar month after the Strategic Planning Workshop (ex: If the Workshop occurs on July 14th, the Virtual Coaching Sessions would begin at a mutually agreed upon date during the month of August).
  • The Monthly Coaching Sessions will occur 1 time per calendar month until the end of the contract cycle. During the month of the Mid-Year Strategic Review; the Strategic Review meeting will replace the Coaching Session for that month.
  • The Monthly Coaching sessions may occur at any mutually agreed upon date within the calendar month, regardless of the number of weeks between the previous Monthly Coaching session (ex: If there is a Monthly Coaching Session on Sept. 5th, the next Monthly Coaching Session may take place during any upcoming business day during the month of October).
  • If the Subscriber is unable to attend any Monthly Coaching Session allocated for a given month, the Monthly Coaching Session does not carry over to the next month and the Monthly Coaching Session is forfeited.
  • Higher Logic Community Managers will not communicate with Subscriber points of contact via the Subscriber’s internal intranet or chat (ex: Slack, Skype).
  • If the community is CRM/AMS-managed, the Subscriber will furnish the Community Manager with a user record on the organization’s AMS/CRM database.
  • Any travel, meals, and accommodation expenses for onsite visits, if any, will be paid by the Subscriber. Higher Logic will work with Subscriber to ensure flights and hotels are booked with Subscriber’s preferred providers and within reasonable rates.
  • All Community Strategy and Monthly Coaching Package Services will be performed by Higher Logic remotely.  Subscriber acknowledges that Higher Logic may provide the Community Strategy and Monthly Coaching Package Services from any of Higher Logic’s locations of operation.
  • Community Strategy and Monthly Coaching Package Services will be performed from Monday through Friday during Higher Logic’s regular business hours at the location where the Services are performed.  Alternative arrangements must be mutually agreed upon, in writing, by both the subscriber and Higher Logic.
  • Subscriber will provide Higher Logic with no fewer than two (2) business day’s notice for any scheduled meetings.  Higher Logic, may, in its sole discretion, make exceptions on a case by case basis.
  • Subscriber may in its sole discretion register for additional training, including but not limited to: live public training, distance learning training, webinars, on-demand learning, learning paths, custom private on-site training available at Higher Logic’s then current rates.
Community Strategy and Monthly Coaching Package Services – Out of Scope Services:

The parties acknowledge and agree that the tasks and activities listed below are, without limitation, outside the scope of the Community Strategy and Monthly Coaching Package Services and are not provided by Higher Logic as part of the Community Strategy and Monthly Coaching Package Services.  In the event that Subscriber requests an out of scope service, whether included on this list or otherwise determined by Higher Logic to be out of scope (a “Change Request”), Higher Logic will consider such a request and may, in its sole discretion, provide such additional  services for an additional T&M fee of $200 per hour.   In the event of such a Change Request, Higher Logic will prepare a cost estimate and timeline for the additional services and, upon Subscriber’s execution of an order form detailing the Change Request Services, will commence work.  Higher Logic reserves the right to decline any change request in its sole discretion.

Services considered out-of-scope for the Community Strategy and Monthly Coaching Package Services include but are not limited to the following:

Email, video, screen sharing, or phone support between Monthly Coaching Sessions including, but not limited to, sharing engagement tactics, industry recommendations, guidance on Higher Logic’s features and functionality, or technical support.

  • Design or execution of a community engagement content calendar for any communities on the platform
  • Community moderation
  • Automation rule customization, design, or configuration, including but not limited to emails, ribbons/badges, security group
  • System messages design or configuration
  • Community Terms and Conditions design or configuration
  • Management of the community launch, including but not limited to seed content, beta-testing, community welcome messages, automation rule customization and configuration for emails and ribbons/badges
  • Subscriber’s Online Community Implementation.
  • Collection, creation, or management of presentations or resources for events or conferences.
  • Execution of changes to the moderation settings for communities.
  • Promotion of an event or conference in external channels (ex: newsletter, social media outreach), including any content creation about the online community, the development of presentations about the community to feature at an event or conference
  • Coordination, management, or facilitation of any online community meet-ups at an event or conference
  • Design, management, or configuration of Ads on Higher Logic’s community platform, including ads in digests, discussion posts, or the site.
  • Managing the manual subscription of Users to email digests.
  • Custom design or creation of User Onboarding resources, including but not limited to New User Getting Started videos or guides
  • Custom design of automation rule ribbons or badges.
  • Content User support, including but not limited to phone, video, or screen-sharing support.
  • A/B testing of automation rule email campaigns or webpages
  • Migration of Data or Content
  • Delivery or design of Custom Trainings for staff members or content users.
  • Management, end-user support, administration and facilitation of any and all applicable add-on modules, including but not limited to Microsites, Volunteer Manager, Mentor Match, Nested Communities, Group Manager, Events Manager, Workspace, Marketing Automation, Email Marketing, et cetera, except when outlined within the Agreement’s Scope of Services, or outlined within a separate Services agreement.
  • Participation in internal meetings with the Subscriber’s organization outside of the designated virtual meetings for the purpose of managing the Online Community, including but not limited to Subscriber’s staff meetings or board meetings.
  • Graphic design, site redesigns, ad creation, web design, email design, carousel updates, webpage layouts, widget configuration, site navigation, UX, or other major visual updates to your Higher Logic platform, unless set forth in a separate Services agreement.
  • Marketing material creation, including Newsletter emails, graphic design, social media posts, one-pagers, infographics, or PDF’s for the purpose of promoting the community, including the use of 3rd party tools (ex: Mailchimp, Venngage).
  • Conducting original research studies, including but not limited to the creation of Subscriber white papers or the production of original research reports.
  • Custom software development requests, platform enhancements or add-on functionality (ex: Javascript).
  • Operating out of third-party support or product management software such as ZenDesk or Jira.
  • Selection, coordination and contracting with third-party vendors.
  • Management or use of the organization’s AMS/CRM.
  • Business dealings, negotiations or material creation for the Subscriber’s internal department, investor or vendor meetings (ex: board meetings).
  • Custom metrics or key performance indicator dashboard creation, custom reporting, custom data visualization (ex: infographic), or the management of third-party analytics tools (ex: Google Analytics, Google Tag Manager, Adobe Tag Manager).
  • Custom creation of videos, including marketing videos, screencasts, recordings of site demos, or delivery of webinars.
  • Custom creation of Subscriber-specific support manuals (ex: Playbooks, Handbooks, Toolkits, Guides) with operating procedures on Higher Logic features or functionality.
  • The design, administration, configuration or synthesis of results from polls, including Higher Logic’s Polls, or third-party survey tools (ex: SurveyMonkey).
  • Support ticket submission on behalf of the Subscriber: Subscribers are granted access to Higher Logic’s Online Support Portal and have full access to a ticketing system and escalation paths.
  • Website page content migration
  • Product changes/ enhancements
  • Changes to the integration after implementation (adding demographics, changing SSO, modifying security groups).
  • Hiding, archiving, or deleting communities that the POC determines to be no longer relevant to the organization.
  • Creating or modifying community types
  • Design, maintenance, and execution on a tagging taxonomy to organize resources, including the application of tags to any resources and discussion posts.
 Community Strategy and Monthly Coaching Package Services – Payment:

Payments as set forth in the attached Order Form.

 

Definitions:
Community Strategic Planning Definitions:
  • Strategic Services Kickoff Call: The HL Coach will conduct a 60-minute virtual meeting with the Subscriber Membership Stakeholder(s) in order to review the Strategic Services, provide an overview of the community strategic planning process, and determine the timeline and owners for the next steps to the begin the community strategic planning process.
  • HL CM user record in AMS/CRM: If the community is integrated with the Subscriber’s database (AMS/CRM), the Subscriber will provide the HL Coach with a user record with their Higher Logic email address.
  • Subscriber stakeholder interviews: The HL Coach conducts interviews with the Subscriber’s staff members involved in the community initiative to learn about their role and responsibilities at the Subscriber’s organization, and their current levels of satisfaction with the Subscriber’s suite of technology tools.
  • Subscriber background resources: The HL Coach conducts a review of the Subscriber’s strengths, weaknesses, opportunities, and threats related to the community initiative. The POC provides access to organizational background information, including but not limited to the Subscriber’s strategic plan, organizational charts capturing staffing structure, marketing content calendar, etc.
  • User interviews: The HL Coach conducts interviews with at least five (5) and up to eight (8) of the Subscriber’s users to learn about their experience as a member/customer of the organization, their motivation for engaging with the organization, and their current level of satisfaction with the Subscriber’s products and services. The POC provides access to user contact information (ex: email addresses) and provides feedback and approval on the desired user segment for the interviews.
  • User background resources: The POC provides access to User segment research, including but not limited to, recent User survey results, user demographic information, etc.
  • Community Health Review: If relevant, the HL Coach will review the engagement in the customer’s existing Primary community. The focus of the review will be on the organization’s primary community. The POC will provide access to the organization’s existing online community and feedback and approval on which community to designate as the Primary community for the review.
  • Pre-Community Strategic Planning Workshop Call: The POC provides feedback and approval on the high-level strategic priorities for the first 6-months of the community initiative and confirms the logistics for the Workshop, including but not limited to the participants, date, time, and location.
  • Community Strategic Planning Workshop: The Workshop is a required step in the community strategic planning process. Two Higher Logic Coaches – the primary Coach on the account as well as a secondary Coach – will facilitate the Workshop and travel to the Workshop. The Workshop will be held at the Subscriber’s offices OR at Higher Logic’s offices in Rosslyn, Virginia. All members of the Subscriber’s Membership Stakeholder Team are required to participate in the Workshop. The Workshop may last between 4-6 hours depending on the needs of the Subscriber and the phase of the community’s maturity. Workshop participants will review the SWOT Analysis (strengths, weaknesses, opportunities, and threats), develop an understanding of community engagement frameworks, and provide feedback and approval on the community strategy, 6-month community roadmap, key performance indicators/success metrics aligned to the community strategy, and provide feedback and approval on user-engagement tactics proposed by the HL Coach.
  • Community Strategic Plan, 6-month Community Roadmap: The HL Coach will deliver a community strategic plan outlining the organizational goals for the community with baseline and target key performance indicators; tactics to employ over the next 6-months to achieve the business goals outlined in the community strategic plan (all tactics are organized by month in a “roadmap”).
  • Subscriber CM attends Higher Logic Academy Training: The CM develops a basic level of proficiency with Higher Logic’s features and functionality by completing Higher Logic’s Academy. Higher Logic Academy offers a range of formats for completing the training: live, in-person at Higher Logic Academy in Rosslyn, Virgina; live, virtual trainings online, or asynchronously through Higher Logic Academy’s self-guided pathways online. There is no additional cost for the virtual training however, the in-person training has an additional cost per attendee.
  • Virtual meetings: The HL Coach facilitates monthly 60-minute virtual meetings. The HL Community Coach will provide at least 1 and up to 5 examples of highly effective community engagement tactics per month that the customer could apply to meet the objectives outlined in their community strategic plan and 6-month community roadmap during the Coaching Session. The POC will provide feedback and approval on items to be executed upon by the CM and determine deliverables, owners, and deadlines for the upcoming phase of the project. The POC will provide feedback and approval on items to be executed upon by the CM and determine deliverables, owners, and deadlines for the next phase of the project.
Community Coaching Definitions:
  • Private Admin Community: The HL Coach creates and maintains an invitation-only, private community on the Subscriber’s Higher Logic community platform for the purpose of centralizing written communications and resources (ex: Powerpoints) between the HL CM and the Subscriber Membership Stakeholder(s) throughout the duration of the Strategic Services (*dependent upon the Online Community Implementation).
  • Monthly Community Health Review [Primary community]: The HL Coach will review the customer’s Primary community and identify areas that are meeting or exceeding the metrics of success outlined in the community strategic plan; identify areas that are not meeting the targeted metrics of success; compile recommendations to present to the customer POC during the virtual meeting for that month.
  • Virtual meetings: The HL Coach will facilitate monthly 60-minute virtual meetings, depending on the phase of the project. The HL Community Coach will provide at least 1 and up to 5 examples of highly effective community engagement tactics per month that the customer could apply to meet the objectives outlined in their community strategic plan and 6-month community roadmap during the Coaching Session. The POC will provide feedback and approval on items to be executed upon by the CM and determine deliverables, owners, and deadlines for the upcoming phase of the project.
  • Community Engagement Toolkits: The HL Coach will deliver guides including step-by-step instructions and examples for executing in the community. The Toolkits may include, but are not limited to: seed content, beta-testing, email configuration, sourcing member’s stories of success, how to write an effective discussion post, conference community engagement tactics, manage a board/committee community, and facilitating an Ask Me Anything virtual event.
  • Impact Reports: As requested by the customer POC, the HL Coach will compile an executive summary of progress towards achieving the goals outlined in the community strategic plan and roadmap.  The first executive summary may be delivered within 3 months after the Go Live date and no more than quarterly through the end of the contract cycle.
  • Mid-Year Strategic Review: The HL Coach will conduct a review of the progress towards achieving the Subscriber’s organizational goals and key performance indicators laid out in the community’s strategy and 6-month community roadmap. The HL Coach will create a revised community strategic plan, community roadmap for the next 6-months, and recommend tactics apply in order to achieve the goals laid out in the revised Community Strategic Plan.  The revised Community Strategic Plan will incorporate any organizational changes, new business goals, and new functionality to the Higher Logic platform. The Mid-Year Strategic Review will be conducted virtually by the HL Coach with the Subscriber Membership Stakeholder(s); the meeting will last between 2-3 hours depending on the needs of the Subscriber and the phase of the project. The POC will coordinate schedules for the Subscriber Membership Stakeholder(s), participate in the virtual strategic review meeting, and provide updates on Subscriber’s organizational strategic priorities that may have changed since the Strategic Planning Workshop.
  • Revised Community Strategic Plan, 6-month Community Roadmap: The HL Coach will deliver a revised community strategic plan outlining the updated Subscriber goals for the community with baseline and target key performance indicators and tactics to employ over the next 6-months to achieve the business goals outlined in the community strategic plan (all tactics organized by month in a “roadmap”).