Higher Logic Community Frameworks + Event Engagement Package Implementation Services Description

This Services Description sets forth certain implementation services provided by Higher Logic referenced on the Order Form and described below. The Order Form and Statement of Work 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 certain implementation services related to the Subscriber’s Higher Logic Community Frameworks + Event Engagement Product Package as set forth below (the “Product Package Implementation”).

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 Product Package Implementation 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 Product Package Implementation.

Subscriber:

POC:  Subscriber will designate a single point of contact to facilitate communication and/or escalations related to all implementation needs during the Product Package Implementation.

Frameworks + Event Engagement Product Package Implementation:

The specific tasks related to the Product Package Implementation are set forth below in the Schedule & Milestones section.  The Product Package Implementation will begin upon Subscriber’s execution of the Order Form which references the “Frameworks + Event Engagement Package Implementation Services Description” and upon Subscriber’s readiness to start the Product Package Implementation, which the parties agree will be determined by Higher Logic in its sole discretion based on a mutually agreed time and upon Subscriber’s completion of the Product Package Intake Form for the Frameworks + Event Engagement package and modules described below (the “Product Package Intake Form”).

Solution Services & Definition – Frameworks + Event Engagement Modules

The following services are related to the Product Package Implementation:

Frameworks + Event Engagement Package:

• Microsites/Content Manager
  • Content Manager includes the creation of a single model microsite for the Subscriber to be used as a template for additional community microsites.
  • Content Manager does not include content or webpage migration of any kind, custom site design or design implementation, design mockups or wireframes, HTML, CSS, JavaScript or other customization of the platform, or the creation of additional CMS pages and layouts outside the provisioned model.
  • Design and configuration are implemented from the Product Package Intake Form. Updates outside of the Product Package Intake Form are not in scope. Should additional services be requested, the Subscriber may wish to consult one of Higher Logic’s recommended third-party design partners
  • Personalization is limited to color and selected imagery as designated in the Product Package Intake Form; screen objects as defined in the checklist. If modifications are required, they are outside the scope of the Product Package Implementation. Higher Logic recommends contracting a professional designer to implement additional scope items and may affect timeline of project. All content related to imagery provided by the Subscriber shall be properly licensed by the Subscriber.
  • Most customizations to the site architecture and specific branding needs outside of what is listed as configurable in the Product Package Intake Form are outside of scope for the Product Package Implementation.
  • Microsites/Content Manager includes basic training as part of the Product Package Implementation. Additional training and content is available via education content. Higher Logic staff will provide training on the creation and management of additional microsites and administrative tasks of microsite and community assignment.
• Group Manager
  • Group Manager includes the technical installation of community dashboards. A Higher Logic staff member will provide basic training on how to change and configure the dashboards. Group Manager also includes enabling of community email, data source community mailing functionality, review of data sources, and overview of email template creation. Also includes Community Ad Builder and Community Slideshow widget.
  • Group Manager does not include the building of custom reports, custom email templates, or data source creation.
  • A Higher Logic staff member will provide a call to review implementation items and answer questions.
• Nested Communities
  • Nested communities include the nesting of pre-existing communities and the installation of the framework required to support the nested communities’ functionality on the primary tenant and on the community microsite model template.
  • Nested Communities installation includes training on how to create and administer HL-Managed nested sub-communities.
  • Subscriber Admins do not have the ability to nest previously created communities or integrated communities without a support ticket to HL support.
• Event Engagement
  • Event Engagement includes the installation of the Event Engagement model onto a new microsite to support a virtual event community (the “Virtual Event”).
  • The Event Engagement model is a predefined theme, including the design and the associated information architecture
  • Event Engagement includes basic training as part of the Product Package Implementation. Additional training and content is available via education content.
  • Multiple microsites can be configured with Event Engagement but will require mutually agreed upon task order(s) setting forth the fees related to the corresponding Product Package Implementation(s) required for each microsite. Education content is available on the creation of additional microsite for the Event Engagement model or general microsite creation
  • Installation does not include additional custom development or design work.
  • Changes to current integration as a result of Event Engagement are outside the scope of service
  • Higher Logic offers support for Event Engagement with an additional email option to open a support request by emailing supportevents@higherlogic.com. Higher Logic’s standard SLA’s are in place for these requests.
  • The configuration, launch, and management of the Virtual Event will be owned by the Subscriber and is a self-service leveraging of the onboarding materials and trainings hosted in the Higher Logic User’s Group (HUG) and Knowledgebase. This is to include, but not limited to:
    • Track creation
    • Session creation
    • Keynote Speaker page population
    • Sponsorship logo population
    • Personalizing HTML blocks on Home Page

Frameworks + Event Engagement Package Implementation Schedule & Milestones:

Milestone	Estimated Timeframe / Medium
Execution of Order Form referencing the Frameworks + Event Engagement Product Package Implementation	Date of execution of Order Form
Subscriber completes Product Package Intake Form	Within 3 business days of execution of Order Form
Upon receipt of the Product Package Intake Form and all required materials requested in Product Package Intake Form, a Higher Logic staff member will begin review of the Subscriber’s current configuration and begin the process of deploying the Frameworks + Event Engagement Package
Once the site has been provisioned and configured per the items in the Product Package Intake Form, the Higher Logic staff member will notify the Subscriber,	Typically, within 1 business week, of the status of the site and any outstanding questions necessary to complete the Product Package Implementation.
Higher Logic Staff will deliver (1) Frameworks + Event Engagement Package to the Subscriber,	Typically, within 1 week of a completed Product Package Intake Form with all required information as described by the Product Package Intake Form.
The Higher Logic staff member will conduct an implementation review call in relation to the product model to finalize any final configuration questions	Typically, within 1 week of provisioning the Frameworks + Event Engagement Package.
The launch and management of the Virtual Event will be owned by the Subscriber and is a self-service leveraging of the onboarding materials and trainings hosted in the Higher Logic User’s Group and Knowledgebase.

Framework + Event Engagement Product Package Implementation Assumptions:

• The above listed tools and features are not an exhaustive or definitive list or configuration settings. The predefined models provided by Higher Logic are subject to change based on the product lifecycle and roadmaps.
• In the event that elements in the Framework + Event Engagement Package are not being used right away, Subscribers may create a ticket when they are ready for additional training and access to relevant resources
• Training will be provided in support of the Product Package Implementation on-demand via Higher Logic User’s Group
• All content build and load related to scheduled sessions and recorded content is conducted by the Subscriber.
• The Subscriber will input HTML in editable areas and is responsible for the design and layout. If needed, Higher Logic will restore to the default version upon request from Subscriber.  Higher Logic is not responsible for updating HTML editable areas available to the Subscriber.
• 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.
• All Content including that of scheduled and/ or recorded events assumes and requires that the Subscriber has tools, WebEx, Zoom for example.
• Higher Logic will not Support in-line streaming services within the platform, including tools such as WebEx, Zoom, or any 3^rd Party services. The services (links) to services can be attached or linked from the Higher Logic event community.
• All registration information and list for upload are managed by the Subscriber, event registration is part of this defined package.
• Personalization is limited to color and selected imagery as designated in the Product Package Intake Form, screen objects, as defined in the checklist. All content related to imagery must be properly licensed by the Subscriber.
• Changes to the framework of the model, such as homepage layout, navigation menu adjustments, specific coloration changes, custom CSS, JavaScript, HTML, and other web development are not supported by this product model. Should additional services be requested, the Subscriber may consult one of Higher Logic’s recommended third-party design partners.
• Most customizations to the site architecture and specific branding needs outside of those listed as configurable in the Product Package Intake Form may not be supported by this product model.

Out of Scope Services:

The parties acknowledge and agree that the activities listed below are outside the scope of this Product Package Implementation and are not provided by Higher Logic as part of the Product Package 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 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 Frameworks + Event Engagement Product Package include but are not limited to the following:

• Design or execution of an Event 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 event community launch, including but not limited to seed content, beta-testing, community welcome messages, automation rule customization and configuration for emails and ribbons/badges
• 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
• 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.
• 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 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 Event 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 agreement.
• Formatting and design services for HTML editable areas by Subscribers.
• 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 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).
• Additional module 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).
• Hiding, archiving, or deleting communities that the POC determines to be no longer relevant to the organization.
• Creating or modifying additional community types outside of the core Event Product Model offering
• 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