Scope of Services:
- Discovery meeting to define engagement goals, objectives, and KPIs
- Analyze existing lifecycle campaigns to evaluate performance metrics, email cadence, targeting, and key messaging
- Lead “Day in the Life” Persona development or refine existing personas for up to three (3) key audience segments
- Document Persona attributes, insights, and nuances
- Define lifecycle by Persona as applicable
- Develop campaign schedule with client depending on prioritization of goals (up to four (4) lifecycle/promotional campaigns per 12 months of service)
- Provide strategic guidance in the development of each lifecycle campaign:
- Key messaging and tone
- Content and calls to action
- Email cadence
- Remarketing opportunities
- Review existing email template design and make recommendations based on findings
- Template design and support: Create or optimize up to six (6) new templates per 12 months of service to support campaigns
- Consult with client on campaign audience groups (inclusion, exclusion, conversion)
- Utilize client provided input (text, images, hyperlinks, target groups) to build out email messages related to automated campaigns
- Construct automated campaign, which may include:
- Map out the campaign process flow
- Define appropriate date and time wait steps
- Set up branch logic to customize communication flow
- Assign mailings and target groups
- Monitor campaigns results and review with client on a monthly basis
- Provide recommendations for utilizing web tracking and engagement scoring
- Provide executive report on campaign results at agreed-upon intervals
- Premier Support
- The Higher Logic Premier Support service provides customers with a designated point of contact for issue oversight and advocacy within Higher Logic as well as an enhanced response SLA.
- Activities:
- Bi-weekly status review calls
- Priority case routing
- Deliverable:
- Monthly open case reports: A summary of the Subscriber’s open cases, status updates, and suggested workarounds.
Service Assumptions & Requirements:
- Any travel and accommodation expenses for onsite visits, including initial strategy session, to be paid by client. Higher Logic will work with client to ensure flights and hotel are with client’s preferred providers and within reasonably rates. Time at Subscriber offices or events outside of the initial strategy on-site meeting will be billed at a rate of $200/hour.
- Services will be performed by Higher Logic remotely. The Subscriber acknowledges that Higher Logic may provide the Services from any of Higher Logic’s locations of operation.
- Services will be performed from Monday to Friday during Higher Logic’s regular business hours. 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.
Out of Scope Services:
The Subscriber acknowledges that the following activities are not within the Scope of Services of this Agreement:
- Management, end-user support, administration and facilitation of any other modules or features, including but not limited to Online Communities, Microsites, Mentor Match, Nested Communities, Group Manager, Events Manager, Workspace, Automation Rules, et cetera, except when outlined within the Agreement’s Scope of Services, or outlined within a separate Services agreement.
- Graphic design, site redesigns, ad creation, web design, email design or other major visual updates to your Higher Logic platform, unless outlined within the Agreement’s Scope of Services, or outlined within a separate Services agreement.
- Creation of custom materials spanning Subscriber industry subject matter, including but not limited to white papers or research documents.
- Custom software development requests, platform enhancements or add-on functionality.
- Conference support, in-person meetings, on-site arrangements or travel requests, except as mutually agreed upon, in writing, by both the Subscriber and Higher Logic. Time at Subscriber offices or events outside of the initial strategy on-site meeting will be billed at a rate of $200/hour.
- Selection, coordination and contracting with third-party vendors.
- Business dealings, negotiations or material creation for the Subscriber’s internal department, investor or vendor meetings.
- Data migration and integration with third party platforms, except when outlined under a separate agreement.
- Subscriber will submit support tickets for their organization. Higher Logic will have the Subscriber’s account set up as a premier support account in our systems and will route the case to the Premier Support Representative.
- Higher Logic Premier Support provides governance and increased responsiveness over standard support SLAs. The Enhanced Response SLA can be found here.
- In the case of a user escalation that requires a phone call to a user, the phone call outreach will be conducted by the Subscriber POC or Subscriber Member Stakeholder at the organization.
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