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Services Description – Community Design

As of May 1, 2024, Higher Logic Thrive Design: Community Enterprise is now Community Design. All services and/or deliverables offered as part of this product remain unchanged. Please reach out to your point of contact with any questions.

Introduction

This Services Description (the “Services Description”) sets forth certain services provided by Higher Logic with respect to the Community Design product, referenced on the Order Form or in another Services Description on the Order Form (referred to below as “Community Design”). 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”). Defined terms shall have the meaning accorded to such terms in the Master Subscription Agreement unless otherwise set forth herein.

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.  In the event of any conflicts in terms among the Order Form, this Services Description and the Master Subscription Agreement, the terms of the Master Subscription Agreement shall prevail.

For the avoidance of doubt, Community Design will begin upon Subscriber’s execution of the Order Form which references “Community Design” and upon Subscriber’s confirmation of readiness to start the Community Design. The Higher Logic Advisor will engage with Subscriber and be the primary point of contact through the duration of the configuration of Community Design to deliver stated services (referred to below as “HL Advisor”).

Scope of Services:

The HL Advisor is engaged with Subscriber’s organization for the duration of the Community Design project launch and may be the same contact as part of Higher Logic’s Thrive Community/Platform product purchase or upgrade.  The HL Advisor will engage with the Subscriber’s POC and stakeholders to design and develop custom design components to complement the Subscriber’s main public-facing website for the Subscriber’s Higher Logic Thrive product, hereafter referred to as Subscriber’s “Community Site”.

The defined deliverables for a successful Community Design launch are:

Project Overview:  The HL Advisor will schedule a kickoff call to establish goals.  Subscriber will provide branding guidelines, colors, logos, and content as requested. Project management and timeline will be established.

Design:  The Higher Logic Design Services Team will provide wireframes to choose from, with recommendations based on objectives. They will then provide mockups of design components based on the organization’s main public-facing website for Higher Logic’s user interface, as well as in-context examples. Mockups will be provided for the homepage logged in and logged out (desktop).There will be two feedback/revision rounds, with consolidated written feedback/comments to be provided by subscriber.

To further customize site, subscriber will choose from the “Thrive Design Menu” of elements they would like to add.

Development: Following approval of the design components, the Design Services team will develop the components in the Subscriber’s Higher Logic community site. In the circumstance that the Subscriber has a live site, it will be developed on a separate site as to not disrupt user experience. The site will be tested, including for browser compatibility and mobile responsiveness.

Training Support: The HL Advisor will provide one training session on custom design elements and future updating. The recording of this session and documentation will be provided.

Community Design Website Launch:  The HL Advisor will coordinate pre-launch design checklist review with Subscriber and assist post launch up to 14 days.

Post Launch Support:  Higher Logic will provide access to training resources, Support via ticketing system, and monthly office hours for HL Design: Community Subscribers.  Subscribers will receive a yearly site review and incorporation of new release widgets as appropriate. Within the contract period, a rebrand will be accommodated if branding assets are provided (ex. Changes in color scheme, fonts, styles, etc.). Subscriber will have a named Design Services support specialist.

The following is an example timeline for the Community Design project:

Note: this timeline only covers Community Design and separate timelines, and project plans are used for alternate product offerings such as Higher Logic Thrive Community and Higher Logic Thrive Platform.

Project Phase Deliverable
Project Overview Kickoff call reviewing scope, process, and goals.   Subscriber provides branding information. Timeline will establish project call needs.
Design Wireframes are selected, Design Services team provides mockups of design components and homepage, feedback is provided by

Subscriber, two rounds of agreed upon revisions are made, design components are approved
Development HL Design Services team develop the components in Subscriber’s HL site, testing and send to Subscriber for review.
Training & Support A training is conducted on custom design elements, along with in-site documentation.  Design project closes out with launch of site.
Launch The HL Advisor coordinates launch with Subscriber.

APPENDIX

Engagement Roles & Responsibilities

The following roles and responsibilities required for this project for both the Subscriber and Higher Logic are outlined below.

Higher Logic Team

Higher Logic will provide people resources to support the Community Design implementation. The resources assigned to the roles described in the table below will provide the services and deliverables outline in the services description.

Higher Logic Roles Responsibilities
Higher Logic Advisor

 

 Higher Logic will designate a HL Advisor as primary point of contact through the duration.
Higher Logic Design Team The Higher Logic Design Team will assist with items as the HL Advisor coordinates.

Higher Logic may, at its discretion and upon reasonable notification to the Subscriber, reassign individuals in any of the roles listed above. HL Advisors are assigned based on type of service and need.   

Subscriber Team

The Subscriber will provide people resources as listed below to deliver required inputs. In the event of a change to a key resource, the Subscriber will provide Higher Logic with reasonable notification to ensure a resource transition occurs. The Subscriber and Higher Logic may supplement the resources and roles as necessary to ensure project completion.

Subscriber Roles Responsibilities
Point of Contact (“POC”)

 

 Subscriber will designate a single point of contact (the “POC”) to facilitate communication during the engagement. The POC will remain the single point of contact for all required Subscriber planning and approvals related to the Community Design.
Subscriber Stakeholder(s)

 

 The POC may identify specific Subscriber Membership Stakeholder(s) responsible for collaborating with the POC and the Higher Logic Design Team on the strategy, design and content. Membership Stakeholders are expected to develop a basic level of understanding of Higher Logic Thrive Community features and functionality.

Subscriber’s Responsibilities

  • The POC will facilitate approval of configuration for their Community’s Community Design.
  • The Subscriber will maintain their Higher Logic Thrive Community site and website pages outside of scope of this project and post launch.

Assumptions

  • Project assumes that Subscriber will provide design assets (logos, color codes, font files, style guide) as well as the URL of the site they are looking to complement.
  • Subscriber will provide any necessary copy or content as requested by Higher Logic Design Services.
  • Community Design leverages pre-determined layout templates for intentional pages to be used in Subscriber’s instance. Subscriber acknowledges that other Higher Logic customers will use these wireframe templates.
  • Subscriber is responsible for any updates to domain settings required for launch, with instructions to be provided by Higher Logic.
  • Standing calls are outside of scope. Project-related calls will be established in timeline and scheduled as needed.
  • The tools and features set forth for Community Design are not an exhaustive or definitive list of configuration settings.  Community Design is subject to change based on the product lifecycle and roadmaps.
  • In the event that elements in Community Design are not being used right away, Subscribers may create a ticket when they are ready for additional training and access to relevant resources
  • Higher Logic’s main function is to configure Community Design within Subscriber’s HL Community.  Any training needed within the core product will be a part of project and services descriptions covered for those products and/or Higher Logic’s support team.
  • Higher Logic offers support for existing customers for the Community Design.  To open a case visit:  https://support.higherlogic.com/hc/en-us/articles/360055474832-Contact-Customer-Support
  • All services will be provided by the Higher Logic team remotely.  Subscriber acknowledges that Higher Logic may provide Design Community from any of Higher Logic’s locations of operation.
  • Subscriber will proof all communications in languages other than English.
  • Subscriber will provide the Higher Logic team with no fewer than two (2) business days’ notice for any scheduled meetings.
  • Any travel, meals, and accommodation expenses for onsite visits, if any (ex:  Strategic Planning Workshop), will be paid by the Subscriber.  The Higher Logic team will work with Subscriber to ensure flights and hotels are booked with Subscriber’s preferred providers (where applicable) and within reasonable rates.
  • Services will be performed from Monday through Friday during Higher Logic 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 the Higher Logic team.
  • The Higher Logic team will not communicate with Subscriber points of contact via the Subscriber’s internal intranet or chat (ex: Slack, Skype).
  • The Subscriber is expected to enroll and consume Higher Logic’s on-demand training resources to adequately onboard.  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.
  • Higher Logic reserves the right to reassign resources, reschedule and/or re-prioritize the Community Design or any milestone related to the Community Design in the event that Subscriber is not responsive and/or in the event that the Subscriber requests a delay of the Community Design.

Out of Scope Services:

The parties acknowledge and agree that the activities listed below are outside the scope of Community Design Configuration and are not provided by Higher Logic as part of any Product Package Configuration. 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 response to receiving such a Change Request, Higher Logic will prepare a cost and timeline estimate 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 Design include but are not limited to the following:

Technical  

  • Custom software development requests, platform enhancements or add-on functionality
  • Management or use of the organization’s AMS/CRM
  • Product changes/enhancements
  • Custom integration changes (e.g., adding new fields, SSO customizations, other custom development)

Community Management  

  • Creation and ongoing management of additional website pages within Subscriber’s Community and moderation for Subscriber’s communities outside of post launch support elements for Community Design.
  • Management of events and all related content creation, including but not limited to:
    • Presentations or resources for events or conferences
    • Event promotion
    • Coordination, management, or facilitation of any online community meet-ups at an event or conference
    • Management of an event of conference community
  • Marketing material creation, including newsletter emails, graphic design, social media posts, one-pages, infographics, or PDFs for the purpose of promoting the community, including the use of 3rd party tools (ex: Mailchimp, Venngage)
  • Maintenance and execution on tagging taxonomy to organize resources, including the application of tags to any resources and discussion posts
  • 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.

Design  

  • Project excludes custom third-party non-Higher Logic content such as embedded code (ex. Interactive maps or newsletter subscription fields).
  • Project excludes any custom animation or graphics unless provided.

Other  

  • Participation in internal meetings with the Subscriber’s organization outside of the designated virtual meetings including but not limited to Subscriber’s staff meetings or board meetings).
  • Business dealings, negotiations or material creation for the Subscriber’s internal department, investor, or vendor meetings (ex: board meetings)
  • Selection, coordination, and contracting with third-party vendors
  • Management of community module launches, strategy, and planning including but not limited to Higher Logic Thrive Design, volunteer opportunities, events, demographics, and nested community.

Payment

Payments as set forth in the Order Form.