Higher Logic “Community Strategy Package Services” Services Description

This Services Description sets forth certain strategic services provided by Higher Logic referenced on the Order Form and described below. 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.

Community Strategy Package Services – Scope of Services:

The Community Strategy Package Services consist of online community strategic planning services related the Subscriber’s online community (the “Online Community”) as set forth below. For the avoidance of doubt, the Community Strategy Package Services set forth herein include certain services provided by Higher Logic before 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 Strategic Planning Package Services.

Community Strategy Package Services – Points of Contact

Higher Logic:

• Higher Logic Community Consultant: Higher Logic will designate a single point of contact to serve as Community Consultant and primary point of contact through the duration of the Community Strategic Planning 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 Consultant at any point throughout the Community Strategic Planning Services.

Subscriber:

• POC: Subscriber will designate a single point of contact to facilitate communication and/or escalations during the Community Strategy 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 Package Services.
• POC Commitment During Community Strategy Package Services:   The POC will provide feedback and all approvals related to the Community Strategy Workshop Package Services deliverables, including but not limited to: community strategy and engagement tactics for execution on the Online Community. Approximately 12-15 hours during the  community strategic planning process, consisting of kickoff call participation, sharing background resources, community strategic planning interview participation, and strategic planning workshop participation. Community Strategic Planning session participation (the “Community Strategy Workshop Session(s)”) and approval and/or otherwise as directed by Higher Logic.
• Subscriber Membership Stakeholder(s) Commitment During the delivery of the Community Strategy Package Services:  As directed by the POC, they may provide inputs and will have the responsibility to develop a basic level of understanding of community strategy.   approximately 10-12 hours consisting of kickoff call participation, community strategic planning interview participation, and strategic planning workshop participation.

Community Strategy Package Services:

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

Community Strategy Package Services – Strategic Services OC Kick Off Call:

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

Community Strategy Package Services – Schedule and Milestones: Project Phase Project Milestone Estimated Timeframe/Medium Community Strategic Planning Execution of Order Form referencing Online Community Strategy 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 HL Consultant conducts and reviews Subscriber stakeholder interviews Within 2 weeks of Kickoff call   Assuming POC provides required access to Subscriber stakeholders HL Consultant conducts and reviews Subscriber’s background resources Within 2 weeks of Kickoff call   Assuming POC provides required access to Subscriber’s background resources HL Consultant reviews User background resources Within 2 weeks of Kickoff call   Assuming POC provides access to Subscriber’s user research and related information HL Consultant conducts User interviews Within 2 weeks of Kickoff call   Assuming POC provides required access to end-users. HL Consultant facilitates a re-Community Strategic Planning Workshop Call with the 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 Consultant facilitates the Online 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 Consultant delivers Online Community: Strategic Plan, Community Roadmap, Metrics of Success, Technical Architecture Assessment, and Project Plan Within 1 week of the Online Community Strategic Planning Workshop

Community Strategy Package Services – Subscriber Delays:

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

Community Strategy Package Services –  Assumptions:

• 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 Package Services will be performed by Higher Logic remotely.  Subscriber acknowledges that Higher Logic may provide the Community Strategy Package Services from any of Higher Logic’s locations of operation.
• Community Strategy 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 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 Package Services and are not provided by Higher Logic as part of the Community Strategy 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 Package Services include but are not limited to the following:

• 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 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, 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.
• Design, maintenance, and execution on a tagging taxonomy to organize resources, including the application of tags to any resources and discussion posts.

Community Strategy Package Services – Payment:

Payments as set forth in the attached Order Form

Definitions:

Community Strategic Planning Definitions:

• Strategic Services Kickoff Call: The HL Consultant 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 launch the community strategic planning process.
• Subscriber stakeholder interviews: The HL Consultant conducts interviews with at least three (3) and up to ten (10) of the Subscriber’s staff members involved in the online 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 Consultant conducts a review of the Subscriber’s strengths, weaknesses, opportunities, and threats related to the online 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, a hierarchy of any existing community structure or membership/customer base structure; and if relevant, provide a demo of their existing community to the HL Consultants and/or access to the existing community; tech stack information; and information about any upcoming tech initiatives (ex: plans to update the website or change databases)
• User interviews: The HL Consultant 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.
• 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 online 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 Consultants- the primary Consultant on the account as well as a secondary Consultant – will facilitate the Workshop and travel to the Workshop. The Workshop will be held virtually OR 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 4-8 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, review the recommendations on community structure and technical architecture, and provide feedback and approval on the community strategy, 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 Consultant.
• Community Strategic Plan, Community Roadmap, Project Plan, Community Structure and Technical Architecture Assessment:
  • The HL Consultant 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”), and a project plan outlining the launch tasks with designated owners in order to launch the community by the Go Live date.
  • The HL Consultant will also deliver their recommendations on the ideal community structure (ex: Topic Communities, micro-sites) and a technical architecture assessment or “Delivery Worksheet,” which may include, but is not limited to: considerations for SSO configuration, integration strategy, record-creation, record-updates, DNS structure, URL domain selection, SSL, 301’s or redirects from Higher Logic; and best practices for data migration, content migration, user record migration, and webpage migration.