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Higher Logic Design Services: Support and Maintenance

Higher Logic will provide the following services related to the support and maintenance of custom front-end design components on their Higher Logic platform.

Introduction

This Services Description (the “Services Description”) sets forth certain services provided by Higher Logic with respect to Higher Logic Design Services: Support and Maintenance referenced on the Order Form or in another Services Description on the Order Form (referred to below as “HL Design Services: Support & Maintenance”). 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, Support and Maintenance service will begin upon Subscriber’s execution of the Order Form which references “Higher Logic Design Services: Support & Maintenance”. These services will be administered via the Support Portal by the Design Services and Support teams.

Scope of Services:

Following an initial engagement with Higher Logic Design Services customers can opt to purchase a block of hours for the support and maintenance of their custom design, in addition to training/consultation. Note that Higher Logic Support does not handle tickets related to custom design, and Design Services must be engaged for these cases. Support will be administered through a ticketing support system and cases can be logged via email or an online portal.

Sites not initially developed by Higher Logic Design Services (or eConverse Media) may require a task order to standardize the development conventions.

Support hours purchased are valid for a 12-month period following the signing of an order form.

APPENDIX

Subscriber’s Responsibilities

  • The POC will submit support tickets as applicable and be available for questions/confirmation via email as may be necessary
  • The Subscriber will maintain their HL Thrive Community site and website pages outside of scope of this project and post-launch.

Assumptions

  • Project assumes that Subscriber will provide any design assets (logos, color codes, font files, style guide).
  • Subscriber will provide any necessary copy or content as requested by Higher Logic Design Services.
  • Higher Logic’s main function is to provide support and maintenance for design elements 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 Product Support team.
  • All services will be provided by the Higher Logic team remotely.  Subscriber acknowledges that Higher Logic may provide Support 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.

Out of Scope Services:

The parties acknowledge and agree that the activities listed below are outside the scope of Higher Logic Design Services Support. 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 Design Services Support product 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, including theming of that platform
  • Product changes/enhancements
  • Custom integration changes (e.g., adding new fields, SSO customizations, other custom development)
  • Support and Maintenance is limited to elements that are A) Related to Higher Logic functionality and B) are not generated or hosted on third-party platforms

Community Management  

  • Creation and ongoing management within Subscriber’s communities.
  • The above includes small page-level changes to content. The purpose of this support is the maintenance of custom design elements and configuration.
  • 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  

  • Substantial design changes, examples including but not limited to an organizational rebrand, a microsite design, etc. may result in an additional task order, at the discretion of Higher Logic Design Services
  • 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.
  • Services do not include recurring calls/standing 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.