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Services Description  – Community Coaching Package Services 

This Services Description (the “Services Description”) sets forth certain strategic services provided by Higher Logic with respect to the Community   Coaching Package Services referenced on the Order Form (referred to below as the “Community Coaching Package Services”). The Order Form and Services Agreement 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 Agreement 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 Coaching Package Services – Scope of Services: 

The Community Coaching Package Services consist of the following services related the Subscriber’s community (the “Community”) as set forth below.  For the avoidance of doubt, the Community   Coaching Package Services include services provided by Higher Logic after the implementation and launch of Subscriber’s 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 Coaching Package Services. 

Community   Coaching Package Services – Points of Contact 

Higher Logic: 

  • Higher Logic Community Coach 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   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   Coaching Package Services. 

Subscriber: 

  • POC: Subscriber will designate a single point of contact to facilitate communication and/or escalations during the Community 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 Coaching Package Services. 
  • POC  Commitment During Community   Coaching Package Services:   The POC will provide feedback and all approvals related to the Community Coaching Package Services deliverables, including but not limited to:  the topics to discuss during the coaching virtual meetings, community engagement tactics for execution on the Community, and the configuration of the community platform, including automation rule emails. Approximately 2-4 hours per month consisting of coaching session participation (the “Coaching Session(s)”), management and execution in the community, 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 strategy, community roadmap, community moderation, content calendar development, automation rule configuration and management, and engagement tactic deployment. 
  • Community Manager Commitment During the delivery of the Community Coaching Package Services: 3-10 hours per week consisting of the topics to discuss during the coaching virtual meetings,   coaching session participation (the “  Coaching Session(s)”) developing and maintaining a community strategy and community roadmap, determining and monitoring progress towards key performance indicators, managing the launch of additional communities, maintaining a project plan, community moderation, seeding content in the community, content calendar design and execution, community engagement tactic deployment, and automation rule design and configuration, and management of security groups. 
  • 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 community, provide inputs regarding the community engagement tactics, content calendar, automation rule configuration, and topics to discuss during the   coaching sessions. 
  • Subscriber Membership Stakeholder(s) Commitment During the delivery of the   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 community’s ’s features and functionality.  Approximately 1-3 hours per month consisting of participating in the coaching sessions. 

Community Coaching Package Services:  

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

Community   Coaching Package Services – Strategic Services Community Kick Off Call:

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

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

For the avoidance of doubt, Subscriber’s Community Implementation must be completed before Higher Logic may provide the following Community Coaching services.  The date that the Community Implementation is complete is referred to below as the “Go Live Date” below. The Subscriber acknowledges and agrees that any delay in Community Implementation may impact Subscriber readiness and delay the Community   Coaching Package Services. 

Community   Coaching Package Services – Schedule and Milestones:

Project Phase  Project Milestone  Estimated Timeframe/Medium 
Community Coaching  Kick Off Call and Community Health Review  Scheduled within 1 week of Execution of the Order Form (assuming Subscriber readiness). 

 

Recommended timeline: no sooner than 4 weeks after the community Go Live Date. 
  Subscriber Community Manager completes Higher Logic Academy Training  As determined by Subscriber. 

 

Recommended timeline: within 2-4 weeks of the Kickoff Call 
  Subscriber confirms creation of HL Coach user record in AMS/CRM   As determined by Subscriber readiness  

Recommended timeline: within 2 weeks of Kickoff Call 
  HL Coach creates a Private Admin community  As determined by Subscriber readiness  

Recommended timeline: within 2 weeks of Kickoff Call 
  Community Health Reviews  Within 4 weeks of the Kickoff Call and ongoing on a monthly basis throughout the contract cycle. 

 
  Virtual Coaching Sessions 

 

 As determined by Subscriber readiness  

Recommended timeline: within 4 weeks of Kickoff Call and ongoing on a monthly basis throughout the contract cycle. 
  Community Engagement Toolkits  As determined by Subscriber readiness  

Recommended timeline: within 2 weeks of Kickoff Call and ongoing on a monthly basis throughout the contract cycle. 

 
  Impact Reports  As determined by Subscribed.  

Recommended timeline: Within 3 months of the Go Live date and no more than quarterly through the end contract cycle. 

Community Coaching Package Services – Subscriber Delays: 

Higher Logic reserves the right to reassign resources, reschedule and/or re-prioritize the Community   Coaching Package Services or any milestone related to the Community   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   Coaching Package Services.  For the avoidance of doubt, any delay in Online Community Implementation may, as set forth above, delay the Community   Coaching Package Services. 

Community Coaching Package Services – Assumptions: 

  • The Virtual Coaching Sessions will begin during the first calendar month after the Kickoff Call (ex: If the Kickoff Call occurs on July 1st, the Virtual Coaching Sessions would begin at a mutually agreed upon date between July 14-31).  
  • The Virtual Coaching Sessions will occur one (1) time per calendar month until the end of the contract cycle.   
  • If the Subscriber is unable to attend any Virtual Coaching Session allocated for the first or second half of the given month, the Virtual Coaching Session does not carry over to the next week or month and the Virtual Coaching Session is forfeited.  
  • Higher Logic Coach 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. 
  • All Community Coaching Package Services will be performed by Higher Logic remotely.  Subscriber acknowledges that Higher Logic may provide the Coaching Package Services from any of Higher Logic’s locations of operation. 
  • Community 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 days’ 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 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 Coaching Package Services and are not provided by Higher Logic as part of the Community 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   Coaching Package Services include but are not limited to the following: 

  • Email, video, screen sharing, or phone support between Community 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 
  • Development of community strategic plan, community roadmap, or success metrics/key performance indicators for the community. 
  • 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 community, the development of presentations about the community to feature at an event or conference 
  • Coordination, management, or facilitation of any 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 Description. 
  • 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, Vengage). 
  • 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). 
  • The facilitation of user interviews or user focus groups.  
  • Conducting interviews with internal staff members. 
  • 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 Coaching Package Services – Payment: 

Payments as set forth in the attached Order Form. 

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 and provide an overview of the service package. 
  • Before the call, the Subscriber’s community manager will share the organization’s goals for the community and desired business outcomes for the community (ex: member retention, new customer acquisition, operational efficiency). 
  • During the call, the HL Coach presents a review of the organization’s existing Community’s Health, including but not limited to: a comparison of engagement benchmarks to the level of engagement in the Primary community, and underutilized features and functionality on the platform. 
  • The HL Coach will recommend tactics to employ over the next 12 months to achieve the business goals outlined by the customer; all tactics are organized by month in a “roadmap.” 
  • 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. 
  • 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 Coach and the Subscriber Membership Stakeholder(s) throughout the duration of the Strategic Services  (*dependent upon the Community Implementation). 
  • 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 of per attendee. 
  • Community Health Review:  On a monthly basis the HL Coach will review the customer’s community platform and identify areas that are meeting or exceeding industry benchmarks for engagement, and compile recommendations to present to the customer POC during the virtual meeting. In the case of multiple microsites or multiple “primary” communities, the scope of the Health Review will focus on the entire community’s health overall, and the guidance on engagement tactics may be applied to the additional communities managed by the organization.  
  • Virtual Coaching Sessions: The HL Coach will facilitate 60-minute virtual meetings every month. The HL 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 the customer’s community roadmap. 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 HL Coach will document the recommendations and provide the accompanying Community Engagement resources in the Private Admin community. 
  • 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, email configuration, community launch messaging, sourcing member’s stories of success, how to write an effective discussion post, conference 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 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.