Services Description – Higher Logic Community Coveo Search Platform Configuration

This Services Description sets forth certain standard configuration services provided by Higher Logic related to the Higher Logic Community Coveo Search Platform Configuration and referenced on Subscriber’s Order Form (the “Coveo Search Platform Configuration” or the “Configuration”).

By executing the Order Form which includes a hyperlink or other reference to this Services Description, Subscriber hereby expressly agrees to all terms and conditions of this Services Description, the Order Form, 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, the Services Description and the Master Subscription Agreement, the terms of the Master Subscription Agreement shall prevail. 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.

Scope of Services:

The Services Description as set forth below describe certain standard services provided by Higher Logic related to the Coveo Search Platform Configuration.

Solution Services & Definition:

The Coveo Search Platform Configuration is a way for organizations who have both Higher Logic’s Online Community and Coveo search service to create a search index of content that comes from multiple sources consisting of features and settings consisting of:

• Search results/queries of Higher Logic Community content (ex. threads, blogs, library entries, etc.)
• Search results/queries of content from other sites/sources that are Subscriber’s existing sources of the Coveo configuration. (ex. IT knowledge base, Box.com, etc.)
• Promotes cross-platform search for finding important content
• Content from the Higher Logic Online Community can be surfaced elsewhere with retaining roles and permissions
• Higher Logic will provide one example Coveo search page template for use in the Higher Logic Community. Subscriber can modify example template or create new. If customization beyond provided example is desired, Subscriber is responsible for creating/customizing template in Coveo organization.
• Higher Logic will deliver a single Coveo Search Platform configuration with subscriber’s production Higher Logic instance.

Configuration Services:

The Configuration will consist of the activities set forth below in the Schedule & Milestones section. For the avoidance of doubt, the Configuration services will begin upon Subscriber’s execution of the Order Form which references this Services Description and upon Subscriber’s confirmation readiness to start the services set forth herein (in the event that date is later than the execution of the Order Form).

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

Schedule & Milestones:

Milestone	Estimated Timeframe/Medium
Execution of Order Form referencing this Services Description	Date of execution of Order Form
Higher Logic staff member will send kickoff email to Subscriber detailing the Configuration and next steps	Within 3 business days of execution of Order Form
Subscriber provides Coveo organization ID (found within subscriber’s Coveo Admin console)	Within 5 business days of execution of Order Form
Subscriber provides Higher Logic engineering temporary Admin Access to Coveo organization	Within 7 business days of execution of Order Form
Higher Logic links endpoints from Higher Logic to Coveo, provisions Coveo resources	Within 10 business days of execution of Order Form contingent on Higher Logic receiving Subscriber’s Coveo organization ID and all required information
Higher Logic provides example template export to Subscriber	Within 1 business day of connection to endpoint
Subscriber configures template and provides to Higher Logic	Within 3 business days of connection to endpoint
Higher Logic runs site re-index to allow existing community content to be surfaced within Coveo	Within 3 business days
Higher Logic implements Subscriber’s template on sample Community page for Subscriber review	Within 2 business days of reindexing completion
Subscriber notifies Higher Logic when ready to deploy specified template of Coveo search page on Higher Logic Community pages	Within 2 business days of review
Higher Logic delivers Coveo Search Platform Configuration and summary of project to Subscriber	Within 2 business days of Subscriber notification

Points of Contact:

Higher Logic:
Higher Logic Staff: Higher Logic customer experience staff will serve as a primary point of contact through the duration of the Configuration and on-boarding (the “Higher Logic Customer Experience Team” or “HL Staff”). Higher Logic may, at its discretion and upon notice to the Subscriber, reassign or change the Higher Logic staff member at any point throughout the Configuration.

Subscriber:
POC: Subscriber will designate a single point of contact to facilitate communication and/or escalations related to all configuration needs during the Configuration.

Coveo Search Platform Configuration Assumptions:

• Subscriber is a current Subscriber in both Higher Logic Online Community and Coveo service platform.
• The tools and features set forth for the Coveo Search Platform Configuration are not an exhaustive or definitive list of configuration settings. The Coveo Search Platform Configuration provided by Higher Logic is subject to change based on the product lifecycle and roadmaps.
• In the event that elements in the Coveo Search Platform Configuration 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 the Coveo Search Platform Configuration with the Online Community. Any training needed in the Coveo platform will be provided by Coveo.
• Training for third party applications will be provided by the third party when applicable.
• Higher Logic offers support for existing customers for the Coveo Search Platform Configuration. To open a case visit: https://support.higherlogic.com/hc/en-us/articles/360055474832-Contact-Customer-Support
• All timelines and schedule considerations for the delivery, “launch” may be impacted by Subscriber’s ability to complete defined task and/or Higher Logic capacity restraints within a given time window.

Out of Scope Services:

The parties acknowledge and agree that the activities listed below are outside the scope of Coveo Search Platform 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 Coveo Search Platform Configuration include but are not limited to the following:

• Third party strategy, customizations, updates in the Coveo system.
• Responsibility falls to subscriber to create and modify existing Coveo templates. Higher Logic may provide one example search page template.
• Higher Logic is not responsible for search results layout or template. All questions related to search results shown in subscriber’s Online Community should be routed to third party (Coveo), including but not limited to, changing how the facets work, and changing what happens when links are clicked.
• Higher Logic is not responsible for customizing how subscriber’s Online Community content is presented in the Coveo search page on a platform outside of the Higher Logic Online Community.
• The Coveo Search Platform Configuration creates a linkage or integration of external content searchable via Coveo. No migration of data, content will be provided as part of this scope to the Online Community.
• The Coveo Search Platform Configuration serves as a bridge for a unified search experience. When content links are clicked, they may be directed to an outside source that is outside the Online Community, when and if the data source is located outside of the Online Community.
• Higher Logic is not responsible for any third-party view or content permission configuration between platforms. Higher Logic will not facilitate the separation of non-Online Community data sources from Online Community data sources in subscriber’s search results.
• The responsibility falls to the Subscriber to troubleshoot why content from non-Online Community sources appears or does not appear in the search results presented in the Online Community.
• Higher Logic will not modify its indexing permissions model to facilitate access to Online Community content to users that are not a part of, or are outside of, the Online Community. The federated search identity used to perform search queries in Coveo that includes Online Community secured content originating on platforms other than the Online Community must map to an identity within the Online Community that has the proper permissions to access that content within the Online Community.
• 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 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 Coveo Search Platform Configuration, 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.
• Subsequent requests to re-index beyond initial re-index occurring as a part of Subscriber’s configuration of Coveo Search Platform Configuration with Higher Logic Online Community are out of scope with the exception of a support case opened with Higher Logic that demonstrates that some site content doesn’t appear in the search results for a specific query that should appear.
• 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, Coveo).
• 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, front end cosmetic enhancements, or add-on functionality (ex: JavaScript, CSS, updates to third party systems).
• Additional module configurations or implementations
• Change requests to any existing integration to the existing platform
• Management of the organization’s AMS/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).
• 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 facilitation of user interviews or user focus groups.
• Website page content migration
• Product changes/ enhancements
• Changes or customization to the integration adding (demographics, changing SSO, modifying security groups, custom search results layout, added features).
• Management of community module launches, strategy, and planning including but not limited to Coveo Search Platform Configuration, volunteer opportunities, events, demographics, and nested community
• Design, maintenance, and execution on a tagging taxonomy to organize resources, including the application of tags to any resources and discussion posts.
• Custom Reporting development or execution
• Staging Environments
• Higher Logic will configure the Coveo Platform to one Higher Logic production instance. Any subsequent configurations may come at an additional fee or may be unsupported.

Payment

Payments as set forth in the Order Form.