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Services Description – Higher Logic Vanilla Plus Services 

Introduction 

This Services Description (the “Services Description”) sets forth certain strategic services provided by Higher Logic Vanilla with respect to Higher Logic Vanilla Plus referenced on the Order Form (referred to below as “HLV Plus”). 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 and/or referenced, 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 of 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, Higher Logic Vanilla Plus package will begin upon Subscriber’s execution of the Order Form which references “HL Vanilla Plus” and upon Subscriber’s confirmation of readiness to start the HL Vanilla Plus package. Higher Logic Vanilla will provide Subscriber with a Higher Logic Vanilla Strategic Advisor to deliver stated services. 

Scope of Services 

The Higher Logic Vanilla Strategic Advisor will collaborate with Subscriber’s named point of contact to organize, schedule, conduct sessions, or complete work related items selected by Subscriber in a mutually agreed upon manner. Subscriber will have up to fifty (50) points for each year of the Term to use towards projects and/or tasks listed on Higher Logic Vanilla’s Plus Points Menu. Points not used within the subscription year of the Term will expire and do not rollover to the following subscription year. 

In addition to the allotted fifty (50) points to use towards projects and/or tasks available for selection on the HL Vanilla Plus Points Menu, your Higher Logic Vanilla Strategic Advisor will also provide: 

  • one (1) hour HL Vanilla Plus planning session 
  • one (1) hour bonus session 
  • quarterly review that includes a simple report outlining points used, remaining points balance, items completed, and suggestions for next quarter. 

By way of example only, Higher Logic Vanilla’s Strategic Advisor can work with Subscriber’s point of contact to consult or, in some cases, execute working session items, including: 

  • Community Management: The customer’s Higher Logic Vanilla Strategic Advisor could work with customer to execute on Community Management activities. 
  • Advisory: The customer’s Higher Logic Vanilla Strategic Advisor could advise the customer and provide guidance on how to best utilize the software. 
  • Implementation Support: The customer’s Higher Logic Vanilla Strategic Advisor will work with customer to build out and execute a launch plan. 

  Higher Logic offers the following menu for Vanilla Subscribers to choose from: https://www.higherlogic.com/thrive-community-plus-menu 

APPENDIX 

Engagement Roles & Responsibilities 

The following roles and responsibilities required for this project for both the Subscriber and Higher Logic are outlined below. 

Higher Logic Vanilla Team 

Higher Logic will provide people resources throughout the HL Vanilla Plus services. The resources assigned to the roles described in the table below will provide the services and deliverables outlined in this Services Description. 

Higher Logic Vanilla will designate a Strategic Advisor as primary point of contact throughout the duration of the HL Vanilla Plus contract. 

Higher Logic Vanilla may, at its discretion and upon reasonable notification to the Subscriber, reassign individuals in any of the roles listed above. Advisors are assigned based on type of service and need.  

Subscriber Team 

The Subscriber will provide people resources as listed below to deliver required inputs. In the event of a change to a key resource, the Subscriber will provide Higher Logic Vanilla with reasonable notification to ensure a resource transition occurs. The Subscriber and Higher Logic Vanilla may supplement the resources and roles as necessary to ensure project completion. 

Point of Contact (“POC”) – Subscriber will designate a single point of contact (the “POC”) to facilitate communication during the engagement. The POC will remain the single point of contact for all required Subscriber planning and approvals related to the HL Vanilla Plus Services. 

Subscriber Community Stakeholder(s)  – The POC may identify specific Subscriber Membership Stakeholder(s) responsible for collaborating with the POC and the Higher Logic Vanilla Strategic Advisor on the strategy and content. Membership Stakeholders are expected to develop a basic level of understanding of HL Vanilla Plus features and functionality. 

Subscriber’s Responsibilities 

HL Vanilla Plus Services 

  • Subscriber will manage creation, customization, schedule, and approval of communications copy. 
  • The Subscriber will facilitate approval on content, application requirements, and timing of the mailings by HL Vanilla. 
  • The POC will facilitate approval of configuration and content for automated system actions. 

Assumptions 

  • All services will be performed by Higher Logic Vanilla remotely. Subscriber acknowledges that Higher Logic Vanilla may provide HL Vanilla Plus Services from any of Higher Logic Vanilla’s locations of operation. 
  • Subscriber will proof all communications in languages other than English. 
  • Subscriber will provide Higher Logic Vanilla 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. Higher Logic Vanilla 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 Vanilla’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 Vanilla. 
  • Higher Logic Vanilla Strategic Advisors 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 Vanilla’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 Vanilla’s then current rates. 
  • Higher Logic reserves the right to reassign resources, reschedule and/or re-prioritize the HL Vanilla Plus Services or any milestone related to the HL Vanilla Plus Services in the event that Subscriber is not responsive and/or in the event that the Subscriber requests a delay of the HL Vanilla Plus 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 Services and are not provided as part of the subscribed service package. If the Subscriber requests an out-of-scope service—whether listed below or otherwise determined by the Provider to be out-of-scope (a “Change Request”)—the Provider may, at its sole discretion, agree to perform the services under a time and materials (T&M) fee of $200 per hour. Upon request, a cost estimate and timeline will be provided, and work will begin upon execution of an order form. The Provider reserves the right to decline any change request. 

Out-of-scope services include, but are not limited to,  

  • creation and management of content calendars, engagement tactics, or event-related content;  
  • marketing material development such as newsletters, infographics, and social media content;  
  • use of third-party marketing or analytics tools;  
  • tagging taxonomy creation or maintenance;  
  • creation of custom dashboards, reports, or videos;  
  • and development of Subscriber-specific manuals, handbooks, or guides.  
  • Technical services such as community implementation, website or data migration, custom software development or coding, platform enhancements, AMS/CRM management, product changes, and integration updates (e.g., SSO, Salesforce, Zendesk) are also excluded.  
  • Design services, including graphical elements, onboarding resources, and layout or UX updates, are not included unless otherwise specified in the Scope of Services or a separate Statement of Work. Additionally, the Provider will not participate in Subscriber’s internal meetings, develop materials for internal, investor, or vendor use, deliver custom training, or manage third-party vendor selection or contracting.