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Services Description – Higher Logic Community Plus 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 Community Plus for Customers package (the “Higher Logic Community Plus for Customers” or “Plus Package”) as set forth below.

Solution Services & Definition:

Plus Package core platform functionality includes: 

  • Community Member Experience: The site provided within the Plus Package has a defined look & feel and is supported by multiple levels of personalization.  The initial configuration is supported by primary and secondary colors, logo and inline editable HTML components (HTML and any CMS or additional changes to design, as well as in context editing may be performed by the Subscriber).  
  • Core Functions: The community is supported by discussions, library, announcements, and blogs, ideation, advocacy, event calendar, polls, and additional available packages.  
  • 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 and new rules can be created by the subscriber.  

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 an onboarding liaison, 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 Plus 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 Plus Package will be delivered within one (1) to two (2) weeks 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 a Plus Package project. 

Schedules & Milestones:

All timelines are subject to customer completion of requested information in deliverables. 

Milestone Estimated Timeframe/Medium

(all timeframes relative to execution of Order Form unless otherwise noted) 
Execution of order form referencing this implementation Date of execution of the Order Form
Subscriber  completes Community Launch Questionnaire and Technical Worksheet (if applicable)  Within 2 business days
Site Provision & Initial Contact Load Within 4 business days
Data Validation Within 5 business days
Subscriber completes DNS updates Within 5 business days
Training – Subscriber completes self-paced training Within 7 business days
Final pre-launch site review – Subscriber completes launch checklist Within 8 business days
Go live Timeline determined by Subscriber.
Within 3 business days of final pre-launch checklist or within 11 business days of execution of the Order Form (recommended)
Launch Advocacy Module – Subscriber completes self-paced Advocacy module training and launches program. Within 1 week of Go live (recommended)
Post launch review and transition report Within 1 month of go-live

Customer 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. 

User 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 Supported Integrations:

Higher Logic offers five mutually exclusive methods for user record creation and contact detail updates. Subscriber will select one of the following methods:  

a. Standalone “local” account creation and management

b. Upload via spreadsheet

c. Standard Salesforce (SFDC) Integration with Salesforce Contact Manager 

d. Standard Integrations 

e. API/Subscriber-managed integration (Push API integration)  

 

Standalone “local” account creation and management method:  

The Standalone account creation method allows for the Subscriber’s Users and User authentication to be managed directly in the Plus Package. With this method, the Plus Package serves as a member portal for users to allow for creation of accounts, updates to profiles, and login/authentication. 

Subscriber is responsible for managing user records based on Higher Logic’s documentation.  

Important Note: Single Sign On (SSO) is not supported with this method, as Higher Logic is not an Identity provider (IDP) for external systems.  

This user creation method is the fastest to set up and maintain, allowing for a one-time upload, then local account registration and updates moving forward.  

Timeline: One (1) business day from data provided by Subscriber for upload. 

Upload via Spreadsheet method: 

The Upload via spreadsheet method allows for Subscriber super admins to import, manage, and update contact records directly in the platform via spreadsheet. With this method, the spreadsheet serves as the database/single source for record creation and updates. All record creation, along with contact record updates, is managed solely through the spreadsheet. 

Considerations for the upload:  

  • The Upload method is spreadsheet(.csv) based and does not utilize an API, FTP, or other direct integration between Subscriber’s AMS/CRM and Higher Logic 
  • Higher Logic provides the template for uploading and updating records, and maintains the documentation and user interface for processing the uploads. 
  • Updates to user contact data is managed and processed manually through the spreadsheet. 
  • The Subscriber is responsible for managing User records via the uploads based on Higher Logic’s documentation and responsible for any workflows to capture contact change requests. 
  • SSO may be supported with this method depending on satisfying the requirements set forth in SSO documentation, referenced in the Single Sign-On section below.  

The Upload method is considered a moderate effort level.  

Timeline: Two (2) business days to one (1) week depending on the need for SSO. 

Standard Salesforce (SFDC) Integration Method with Contact Manager: 

The standard Salesforce Integration to the Plus Package allows for specified contact and security group data to sync from Subscriber’s existing production Salesforce instance to the Plus Package. 

The Subscriber acknowledges and agrees that the following prerequisites have been confirmed and satisfied by the Subscriber prior to integration: 

  • Subscriber’s Salesforce instance is in production and has a finalized schema and is not a development, sandbox, or pre-prod instance. 
  • Subscriber’s Salesforce environment will remain stable for duration of Implementation. 
  • Subscriber’s Salesforce contact data and Identity provider (IDP), if using SSO, contains the full 18-digit Salesforce ID. 
  • Subscriber’s contact data contains the following minimum contact field requirements. 
    • Unique email address 
    • ID
    • First name 
    • Last name 
  • Integration of records comes from a single source Salesforce instance. 
  • The Subscriber must provision or provide Higher Logic a user with Salesforce API access for the purpose of the Higher Logic integration, along with the setup of a Salesforce Security Token  
  • Salesforce integrated customers may only leverage the standard SAML SSO method stated below if SSO is required. 
  • (Optional) Salesforce SSO: If using the Standard Salesforce Single Sign-on method, the Subscriber may leverage a Salesforce Connected App to power SSO between the Salesforce community and the Higher Logic community site.  The Subscriber is required for the following set up to be completed: 
    • A domain set up in Salesforce 
    • An identity Provider set up in Salesforce 
    • A Salesforce Communities license 
    • Connected App Creation 

(Optional) Salesforce Contact Manager: If using the Standard Salesforce integration method, the Subscriber may leverage Higher Logic’s Salesforce Contact Manager. This feature allows the creation and updates to Salesforce contact records through a standard form in the Plus Package. Salesforce Contact Manager supports the following actions: 

  • Profile Updates – When existing Salesforce Contacts edit their contact details in your site, the updates automatically will be written to Salesforce. The Subscriber’s Salesforce account administrator must designate which fields may be updated and which are required. 
  • Contact Creation – When users register for an account in the Plus Package, the request may be automatically written back to Salesforce. The Subscriber’s Salesforce account administrator may designate which fields may be included on the registration page, and which of them are required. 

The effort level to establish the Salesforce user creation method is considered moderate to high with Higher Logic’s contact manager and SSO. 

Timeline: The Standard Salesforce integration timeline is one (1) week for initial record import. 

Other Standard Integrations: 

Higher Logic offers other standard integrations that are available and listed at the following support site: https://support.higherlogic.com/hc/en-us/articles/360058183111  

API/Subscriber–managed integration (Push API integration method):  

This integration method allows the Subscriber to manage and integrate user record creation, updates, and removal/deactivation of accounts via PUSH API endpoint provided by Higher Logic. In this method, the Subscriber is in full control of the integration frequency and is responsible for any development and workflow necessary to perform and maintain the integration.  

The Subscriber acknowledges and agrees that the following prerequisites have been confirmed and satisfied by the Subscriber prior to integration: 

  • Subscriber’s source database is in production and has a finalized schema and is not a development, sandbox, or pre-prod instance. 
  • Subscriber’s contact data has unique identifiers. 
  • Subscriber’s production database schema and unique identifiers will remain stable for duration of Implementation. 
  • Subscriber’s contact data contains the following minimum contact field requirements: 
    • Unique email address 
    • GUID 
    • First name
    • Last name 
  • Subscriber and/or Subscriber’s vendor are responsible for developing, testing, and maintaining the integration with the API based on Higher Logic’s documentation  
  • The Push API integration will serve as the sole-source of record creation, updates, and removal/deletion.  
  • Higher Logic does not serve as a member portal, and contact detail updates and registration must be managed by an external system. 
  • Each request must contain the entire data-print of a user within the Higher Logic platform. Higher Logic will transform those requests into valid end-user accounts. Please reference the following documentation to determine compatibility and the data profile for this method.to determine compatibility and the data profile for this method. 

The Push API user creation method is considered most advanced as it requires the Subscriber or Subscriber’s vendor to develop, test and maintain the integration, user registration, and associated workflows to establish the integration.   

 

Timeline: The Push API timeline is driven by the Subscriber’s IT team/ third-party vendor.

Single Sign-On (SSO):

Higher Logic supports standard SAML 2.0 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 (SAML 2.0) 

Please click the link for details associated with the SSO option. 

SAML  

OIDC  

SF 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 with 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:  Education resources for beta testing scenarios and actions are available in the Community Plus for Customers learning path here: https://academy.higherlogic.com/paths. 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.

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 training, including the Plus Package learning path, an on-demand learning path, available at Higher Logic’s then current rates.   The Plus Package learning path provides short 5-10 minute tutorial videos covering topics including: 
    • How to finalize the site design 
    • Populate the community content 
    • Generate engagement and plan, promote and execute your launch. 
  • Subscriber may access the Plus Package learning path here:  https://academy.higherlogic.com/paths 

Assumptions:

  • The tools and features set forth for the Plus Package are not an exhaustive or definitive list or configuration settings.  The Plus 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. 
  • In the event that elements in the Plus Package are not being used right away, Subscriber will be transitioned from Implementation and have Higher Logic’s support as a communication channel.  Higher Logic’s support team will assist Subscriber by directing Subscriber to Educational resources.  
  • Higher Logic offers support for the Plus Package through our support ticketing system and over the phone in addition to our online knowledge base.  All of these resources can be accessed at: https://support.higherlogic.com/hc/en-us  
  • The initial implementation phase is supported with predefined processes and system configurations. Ideation and advocacy are generally implemented in subsequent phases after the initial community launch.   
  • Subscriber may purchase additional product packages at additional cost. Product Package service descriptions are available at:  https://www.higherlogic.com/community-product-package-descriptions/  

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. 
  • Optional Data Migration Services as an add-on. 
  • 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.  
  • Volunteer Manager/Advocacy does not include the setup of volunteer additional opportunities, opportunity types, creation of additional volunteer email templates, or page design of the Volunteer Opportunities landing page outside of the provisioned template. 
  • Participation in internal meetings with the Subscriber’s organization outside of the designated virtual meetings for the purpose of managing the Plus 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 server-side files, site index files, or other aspects of site architecture outside of the CMS by Subscriber to make site customizations outside of the preconfigured model.  

Payment:

Payments as set forth in the Order Form.