Scope of Services:
- Months 1-6: Strategic Approach to Marketing Automation
- Discovery meeting to define engagement goals, objectives, and KPIs
- Define key target audience through a “Day in the Life” Persona development
- Document Persona attributes, insights, and nuances
- Advise and educate client on new targeting capabilities
- Work with client to develop up to three (3) lifecycle/promotional campaigns, including:
- Strategic guidance in the development of each automated campaign:
- Key messaging and tone
- Content and calls to action
- Email cadence
- Remarketing opportunities
- Template design and support: Up to three (3) new templates to support campaigns
- Consult with client on campaign audience groups (inclusion, exclusion, conversion)
- Hands-on support in constructing automated campaigns
- Map out the campaign process flow
- Define appropriate date and time wait steps
- Set up branch logic to customize communication flow
- Provide recommendations for utilizing web tracking and engagement scoring
- Months 7-12: Monthly Coaching and Consultation
- Monitor campaign results and review performance metrics
- Ongoing recommendations based on campaign performance
- Insight and ideas for leveraging data insights for continued engagement
- Share marketing expertise, relevant case studies, and best practices
- Identify training needs and connect client to appropriate resources
- Year-end review of performance metrics and milestones
- 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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