Basic Communications Implementation

Higher Logic will provide certain implementation services related to the Subscriber’s Communications account as set forth below (the “Implementation”). 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.

Implementation:

The Implementation will consist of the activities set forth below in the Schedule & Milestones section.  For the avoidance of doubt, the Implementation will begin upon Subscriber’s execution of the Order Form which references the Implementation package and upon Subscriber’s confirmation readiness to start the Implementation (in the event that date is later than the execution of the Order Form).  The first step in the Implementation is a Kickoff Call to outline and confirm the goals, objectives, milestones, schedule and next steps required to start the Implementation. This Kickoff Call is typically scheduled within one (1) week of contract signature but is dependent on Subscriber’s confirmation of readiness to begin the Implementation.

Higher Logic will designate a single point of contact to serve as Project Manager and primary point of contact through the duration of the Implementation (the “PM”). Subscriber will designate a single point of contact to facilitate communication and/or escalations during the Implementation as more fully described below (the “POC”).

Unless otherwise agreed upon during the Kickoff Call, it is expected that the launch of Subscriber’s Communications emails will take place approximately forty-five (45) calendar days from the Kickoff Call (or approximately forty-five (45) calendar days from the date Subscriber confirms readiness to begin the Implementation if that date is after the Kickoff Call).

Schedule & Milestones:

Milestone	Estimated Timeframe/Medium
Execution of Order Form referencing Implementation	Date of Execution
Kickoff Call	Scheduled within 1 week of the Execution of the Order Form (or within 1 week of confirmation of Subscriber readiness).
Subscriber Provides Deliverability Questionnaire (DQ)	Within 3 business days of Kickoff Call (if not completed during sales process)
Deliverability Account Review/Provisioning	Within 3 business days of Deliverability Questionnaire returned
Baseline Communications Account Provisioned with Access Provided to the Subscriber’s PM	Within 3 business days of Deliverability Provisioning
Subscriber Configures Lists/Contacts	Within 2 weeks of Account Provisioning
Subscriber creates Template & Message Design	Within 2 weeks of Account Provisioning: HL Education Resources / Implementation Follow up call
Design Checklist Call	Within 3 business days of Subscriber finishing template design
Final pre-Launch Prep Call	As determined by Subscriber but in no event less than 2 days prior to Launch date (see below). Recommended timeline: within 1 week of completion of configuring lists and messages Conducted via phone call / screenshare meeting
Launch First Email Messages	As determined by Subscriber. Recommended timeline: within 1 week of Final Pre-Launch Prep Call
Subscriber reviews campaign education resources and provides initial campaign goals/structure	Mutually agreed by the parties.  Recommendation is to start on campaigns within 1 week of email launch.
Campaign Configuration Call	Mutually agreed by the parties.  Training is approximately 1-3 hours in duration and conducted via phone call / screenshare
Preference Management Page (optional feature, cost associated with Communications Enterprise version)	Mutually agreed by the parties.  Recommend working on immediately following integration completion, may be added post-launch.
Post Launch Review and Transition Session	Within 1 month of Launch date. Conducted via phone call / screenshare

Subscriber Project Personnel Requirements:

• Project Owner: Subscriber will assign a single point of contact (“POC”) to function as Subscriber’s project coordinator and will serve as the primary channel of communication throughout the Implementation. POC will work directly with the Higher Logic team to coordinate internal efforts of the Subscriber’s stakeholders and departments.  Resource Commitment During Implementation:  Approximately 6 – 8 hours per week throughout the duration of Implementation.
• Contact Membership Stakeholder(s): Team or person who is a steward of who the contacts are, what data is needed and messages to be sent to them.  They may also have a say in users of the account and settings/permissions of the account configuration.  Resource Commitment During Implementation:  40 hours consisting of implementation strategy calls, account configuration and testing, integration testing, and Higher Logic academy training.
• Marketing/Design Stakeholders: Responsible for email design templates and content. May include a web design/graphics team, partner, or POC capable of working on a website, providing images, copy, and applying the branding guidelines of the organization. This team also responsible for the email marketing aspect of the email design templates, images, branding and social media links. Resource Commitment During Implementation: 5-10 hours depending on complexity of design and number of templates.
• IT and Data Stakeholders: Owners of contact data and account creation in Higher Logic from the database of record. This may be a database administrator who works to provide a user list or any other database extracts to help add and configure data into Higher Logic.  Depending on requirements they may also be involved around DNS configuration.  Resource Commitment During Implementation:  8-10 hours depending on technical requirements.

Contact Record creation:

Subscriber understands and agrees to upload their contact record data into the Communications account for purposes of sending messages to these contacts or to exclude them as needed.  Subscriber takes full responsibility for data cleanliness and upload functionality into the Communications account.

The following data types are examples of what is typically uploaded into a Communications account:

• Contact records
• Data pertaining to campaigns such as expiration date
• Data for personalization in messages

Email Authentication:

Higher Logic will provide the Subscriber best practices and assistance establishing sender authentication to assist with delivering messages to recipients’ inbox.  Subscriber is solely responsible for configuration of their DNS record.  These changes may require Subscriber’s IT professional’s assistance and is strongly recommended to be in place prior to launching messages.  Higher Logic is not an IT services company and is not responsible for updating Subscriber’s DNS records.

Privacy Policy & GDPR:

Higher Logic will adhere to GDPR compliance standards. Higher Logic’s detailed privacy policy is located at: https://www.higherlogic.com/legal/privacy/.

Template Design:
Higher Logic will work with the Subscriber’s design team to provide training with respect to creating custom designed templates to be used for email communications.  Higher Logic is not responsible for template design and this is the Subscriber’s responsibility to create and maintain templates in their account.  Higher Logic provides training resources during the template creation phase as well as best practices from the Higher Logic Project Manager.  Higher Logic also provides design services of custom templates that would include additional scope, time and cost.

Design Elements:
Design elements may include but are not limited to hex colors and imagery to adhere to the subscriber’s brand standards. Higher Logic will accept imagery in standard web formats, including PNG, JPG, JPEG, GIF, etc.

Launching Email Messages:

• Testing: The Higher Logic PM will provide best practices for the Subscriber to test messages prior to email launch.  Higher Logic will work with the Subscriber to verify criticality and assign their own – and the Subscriber – resources to resolve the items.
• Email Launch Readiness: The final Go-Live decision will be made solely by the Subscriber.

Campaign Configuration:

Higher Logic will provide training resources and up to three (3) hours of Higher Logic PM time for campaign configuration training, review, and preparation for campaign launch.

Higher Logic recommends the use of the Advanced Campaign Starter Kit available in the Communications Professional product for an easy to configure campaign template. The Starter Kit Campaigns are meant to assist customers with best practices and a pre-configured workflow as well as suggested content that it is up to the customer to personalize and update before campaign launch. Higher Logic provides training resources for campaign set up. Campaign configuration and launch is not a requirement to be completed in Implementation.

Launching Campaigns:

• Testing: The Higher Logic PM will provide best practices for the Subscriber to test campaigns prior to launch.  Higher Logic will work with the Subscriber to verify criticality and assign their own – and the Subscriber – resources to resolve the items.
• Campaign Launch Readiness: The final Go-Live decision will be made solely by the Subscriber.

Post-Launch Support: The Higher Logic PM will remain on the project for no more than 30 days after the email launch date. In the event that the Subscriber is not ready for campaigns within 1 week of email launch, PM will move forward with post-launch support activities that include Post Launch Review and Transition Session to review current activity and close out remaining issues. Following Post Launch Review and Transition, which marks the end of the Implementation phase, Subscribers have access to Higher Logic’s Online Support Portal and have full access to a ticketing system and escalation paths.

Delays:

Higher Logic reserves the right to reassign resources, reschedule and/or re-prioritize the Implementation or any milestone related to the Implementation in the event that Subscriber is not responsive and/or in the event that the Subscriber requests a delay of the Implementation.

Customer Training:

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.

Assumptions:

Any travel 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 services will be performed by Higher Logic remotely.  Subscriber acknowledges that Higher Logic may provide the Services from any of Higher Logic’s locations of operation.

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 days’ notice for any scheduled meetings.  Higher Logic will make exceptions on a case by case basis.

Out of Scope Services:

The parties acknowledge and agree that the activities listed below are outside the scope of this Implementation and are not provided by Higher Logic as part of the Implementation package.  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 the 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.

Examples of items which are considered out-of-scope for this Implementation include:

• CRM/AMS integration
• CRM/AMS integration migration
• Custom design templates
• Custom content creation for messages
• Full message and campaign creation
• Preference Management Page in Communications Enterprise is an additional cost
• Custom Training
• Custom Reporting
• Staging Environments
• Change requests requiring engineering resources such as database level mass field updates.
• Product changes/ enhancements

Technical resources to build API/FTP Solutions for integration.