Service Description

Higher Logic Association Implementation for Customers

This Services Description sets forth certain implementation services provided by Higher Logic referenced on the Order Form and described below (the “Implementation”). The Order Form and Services Description are subject to and governed by the Master Subscription Agreement as entered into by the parties and 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. 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.

Scope of Services 

Higher Logic will provide the Implementation services related to the Subscriber’s Higher Logic Association Implementation as set forth below.  

Solution Services & Definition

The Association Implementation core platform functionality includes:

• Community Structure: A Topic or tag-based Community will serve as your primary community, supported by a second employee community.
• Look & Feel: The site provided within the Association Model has a defined look & feel and is supported by a level of personalization including primary & secondary colors, logo, and inline editable HTML components.
• Core Functions: The community is supported by discussions, library, announcements, and blogs (customer published blogs & blog types), Ideation, event calendar, polls, and more.
• Business Processes & Configuration: The environment is provided with defined automation rules which support badge/ribbon engagement ranking and other best practices / gamification. The rules can be edited.

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 and upon Subscriber’s confirmation of readiness to start the Implementation (if date is later than the execution of the Order Form). The first step in the Implementation is a community launch questionnaire (the “Community Launch Questionnaire”) designed to outline and confirm the goals, objectives, milestones, schedule and next steps required to start the Implementation including key information which is required as part of the site provisioning process. The discovery process is to be completed by the Subscriber within two (2) business days of the execution of the Order Form to which this Services Description is attached.

Higher Logic will designate a point of contact to serve as the Project Manager (PM), helping guide and facilitate the Subscriber through various tasks associated with site and integration configuration. Subscriber will designate a point of contact (administrator) to perform the various tasks in support of the onboarding and integration setup and lead the Subscriber’s Implementation tasks through the Implementation lifecycle.

The Implementation lifecycle is defined by three primary phases:

• Phase I is the onboarding and site configuration period designed to rapidly provide a working site environment for the Subscriber. The Subscriber plans the site by completing the Community Launch Questionnaire and Higher Logic builds the site per Subscriber’s information provided.
• Phase II is focused on education & training in which the Subscriber will be provided a defined curriculum through on-demand training designed to mirror the capabilities and defined functions of the Essentials Package. This phase is to be supported by the Subscriber’s resources and support the Subscriber’s desired Implementation timeline. During this phase the Subscriber will be provided access to a support/onboarding community within the Higher Logic User Group (HUG). The HUG will be used by the Subscriber for access to support and other Higher Logic resources.
• Phase III is for readiness and go-live preparation.

Subscriber’s instance of the Association Model will be delivered within one (1) week of receipt of the completed Community Launch Questionnaire. The timeline for populating user records on to the site is at the discretion of the Subscriber. The supported record creation methods and estimated timelines are described below in the section: User Record Creation and Supported Integrations.

The below schedule and milestones note the core elements of an Essentials Package project.

Schedule and Milestones

	Milestone	Estimated Timeframe/Medium
	Execution of order form referencing this implementation	Date of execution of the Order Form
	Subscriber completes Community Launch Questionnaire	Within 2 business days of execution of Order Form
	Kickoff Call	Scheduled within 1 week of the Execution of the Order Form (or within 1 week of confirmation of Subscriber readiness)
	Baseline Online Community Site Provisioned with Access Provided to the Subscriber’s PM	Within 2 business days of Kick off Call
	Subscriber Provides Technical Requirements & Account Creation Strategy	Within 1 Week of Kick off Call
	Design and CMS Training	Within 1 Week of Kick off Call
	Integration with CRM/AMS + SSO	Within approximately 6-8 weeks of Subscriber provided Technical Requirements and Account Creation Strategy
	UAT and Integration Sign-Off	Within 3 business days of Integration Completion
	Beta Testing	Within 1 Week of UAT and Integration Sign-Off
	UAT and Integration Sign-Off	Within 3 business days of Integration Completion
	Final pre-Launch Site Review	As determined by Subscriber but in no event less than 2 day prior to Go Live Date (see below). Recommended timeline: within 1 week of completion of Beta Testing. Conducted via phone call/ screenshare
	Go Live	As determined by Subscriber Recommended timeline: within 1 week of Final Pre-Launch Site Review
	Post Launch Review and Transition Session	Within 1 month of Go Live 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/administrator and will serve as the primary channel of communication throughout the Implementation. POC will work directly with the Higher Logic team to coordinate the internal efforts of the Subscriber’s stakeholders and departments. Resource Commitment During Implementation: Approximately 6 – 8 hours per week throughout the duration of Implementation.

Membership Stakeholder(s): The person(s) who is the primary decision maker regarding who has access to the site, what content users are consuming, and how it benefits the users. They may determine community security and have the responsibility to execute the administrative community management tasks associated with managing the site. Resource Commitment During Implementation: 8-10 hours consisting of engagement strategy calls, and on-demand training.

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 in Higher Logic. Depending on the requirements they may also be involved with SSL and DNS configuration. Resource Commitment During Implementation: 8-10 hours depending on technical requirements.

User Record Creation and Online Community Integrations

Integration to Higher Logic allows for some data to sync from your existing customer relationship management system (CRM) or association management system (AMS) to the online community platform.

The following data types are examples of what is typically included in a standard integration:

• User records
• Standard demographics
• Community/Committee data
• Security group data

Subscriber acknowledges and agrees that the following prerequisites – which are necessary to establish an integration – have been confirmed and satisfied by Subscriber prior to integration:  

• Integration is included in Higher Logic’s supported integration list
• Subscriber’s database is in production and has a finalized schema (not a dev instance)
• Subscriber’s production database will remain stable for duration of Implementation
• Subscriber’s contact data has unique identifiers
• Subscriber’s contact data has unique email addresses, first name, and last name
• Integration of records comes from a single source database

Single Sign On

Higher Logic can support standard OAuth 2.0 and SAML for upload and integrated subscribers.

Subscriber acknowledges and agrees that the following prerequisites – which are necessary to support SSO – have been confirmed and satisfied by Subscriber prior to the integration:

Subscriber’s SSO is compatible with Higher Logic’s SSO (Standard OAuth 2.0 or SAML 2.0, or supported CRM/AMS integration’s native SSO)

Domain Configuration: 

All sites will be provisioned on the standard Higher Logic link convention of “subscriber”.connectedcommunity.org. Higher Logic allows the community site to have a defined primary subdomain within the Subscriber’s Domain Name Service (DNS) at the discretion of the Subscriber. Higher Logic will provide the Subscriber best practices and assistance in establishing an appropriate subdomain for the Community, if desired. Subscriber is solely responsible for all DNS configurations and maintenance and ensures that domains are registered to the Subscriber as a third-level existing Subscriber-owned web domain (ex. community.subscriber.com). Higher Logic is not a domain registrar and is not responsible for managing Subscriber domain names.

HTTPS and SSL

Higher Logic will apply an SSL certificate free of charge upon DNS subdomain configuration via LetsEncrypt Service. This certificate will be managed by Higher Logic and will automatically remain current.

Email Notifications Engine

Higher Logic will configure email notifications to send all outgoing emails with a Higher Logic owned or controlled domain name in the envelope/mail-from domain email headers. Higher Logic will adhere to GDPR compliance standards and integrate opt out status information. Mail published from Higher Logic’s Online Community platform will be published from the connectedcommunity.org domain.

Launching the Community

• Testing: The Higher Logic PM will provide HUG resources to beta testing scenarios and actions for beta users. Higher Logic will review and prioritize product configuration change request identified during testing. Higher Logic will work with the Subscriber’s IT Project Manager to verify criticality and assign their own – and the Subscriber – resources to resolve the items.
• 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 go-live date. Following the Go-Live, the PM will conduct the 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 are granted 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

• The tools and features set forth for the Association Model are not an exhaustive or definitive list or configuration settings. The Essentials Package provided by Higher Logic is subject to change based on the product lifecycle and roadmaps.
• 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.

Higher Logic offers support for the Essentials Package through our online knowledge base, and can be accessed at: https://support.higherlogic.com/hc/en-us

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. 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 time and materials (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:

• Delivery or design of custom trainings for staff members or content users
• Staging/Pre-production/development environments
• Website or page content migration, conversion, or content-level imports
• CRM integration migration
• Data Export, clean up and extraction services.
• Change requests requiring engineering resources, such as database-level mass field updates, subscription migration, and site-wide content updates requiring scripts and/or custom programs.
• Product changes or enhancements
• Alterations to the integration post-Implementation such as SSO changes, modifying security groups, customizations to contact data, etc.
• Additional integrations to the platform such as external search federation, API-based content integration and any third-party embeds such as chat, surveys, iFrames, knowledgebase, journals, or SDK’s
• Management of Activity Sync data, management of Webhook
• End-user support, administration, launch management, and facilitation of all add-on modules 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 Essentials Package Implementation, 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.
• Restoring data from a specific date in time, unless set forth in a separate Services agreement.
• Marketing material creation, including Newsletter emails, graphic design, social media posts, one-pagers, infographics, or PDFs 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, platform enhancements, front end cosmetic enhancements, or add-on functionality (ex: JavaScript, CSS).
• Change requests to any existing integration to the existing platform.
• Management or directly accessing, altering or changing the Subscriber’s CRM.
• 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).
• Creation of videos, including marketing videos, screencasts, recordings of site demos, or delivery of webinars.
• Requests for Search Engine Optimization, SEO troubleshooting, assistance with improving or altering top search results or site analytics management.
• Conference support, in-person meetings, and on-site arrangements or travel requests unless mutually agreed upon by both the Subscriber and Higher Logic.
• Selection, coordination, contracting and management of any third-party vendor,
  IT consulting, project governance, IT architecture review, or drafting of any diagrams, schematics, or data flows/architecture.
• Custom creation of Subscriber-specific support manuals (ex: Playbooks, Handbooks, Toolkits, Guides) with operating procedures on Higher Logic features or functionality.
• The facilitation of user interviews or user focus groups
• Design, maintenance, and execution of a tagging taxonomy to organize resources, including the application of tags to any resources and discussion posts.
• Access to CMS or server-side files, index files, or other aspects of site architecture by Subscriber to make site customizations outside of the preconfigured model.

Payment

Payments as set forth in the Order Form.