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Standard Higher Logic Thrive Community Implementation Services Description

Standard Higher Logic Thrive Community Implementation

Scope of Services:

Higher Logic will provide certain implementation services related to the Subscriber’s Higher Logic Thrive Community as set forth below (the “Implementation”).

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 package and upon Subscriber’s confirmation readiness to start the Implementation (in the event that date is later than the execution of the Order Form).  The first step in the Implementation is a Kickoff Call to outline and confirm the goals, objectives, milestones, schedule and next steps required to start the Implementation. This Kickoff Call is typically scheduled within one (1) week of contract signature but is dependent on Subscriber’s confirmation of readiness to begin the Implementation.

Higher Logic will designate a single point of contact to serve as Project Manager and primary point of contact through the duration of the Implementation (the “PM”). Subscriber will designate a single point of contact to facilitate communication and/or escalations during the Implementation as more fully described below (the “POC”).

Unless otherwise agreed upon during the Kickoff Call, it is expected that the launch of Subscriber’s Higher Logic Thrive Community will take place approximately ninety (90) calendar days from the Kickoff Call (or approximately ninety (90) calendar days from the date Subscriber confirms readiness to begin the Implementation if that date is after the Kickoff Call).

Schedule & Milestones:

Milestone  Estimated Timeframe/Medium 
Execution of Order Form referencing this Implementation Date of Execution of the Order Form
Kickoff Call Scheduled within 1 week of the Execution of the Order Form (or within 1 week of confirmation of Subscriber readiness).
Baseline Higher Logic Thrive Community Site Provisioned with Access Provided to the Subscriber’s PM Within 1 week of Kickoff Call
Subscriber Provides Technical Requirements & Account Creation Strategy Within 1 week of Kickoff Call
Design and CMS training Within 1 week of Kickoff Call

HL Learn LMS / Group Design Call in New Customer Community on HUG
Integration w/ CRM/AMS + SSO (“Integration Established”) Within approximately 6-8 weeks of Subscriber provided Technical Requirements & Account Creation Strategy
UAT and Integration sign-off Within 3 business days of Integration Completion
Beta Testing Within 1 week of UAT and Integration sign-off
Final pre-Launch Site Review As determined by Subscriber but in no event less than 2 days prior to Go Live date (see below).

Recommended timeline: within 1 week of completion of Beta Testing

Conducted via phone call / screenshare meeting
Go Live As determined by Subscriber.

Recommended timeline: within 1 week of Final Pre-Launch Site Review
Engagement and Automation Rules Training Mutually agreed by the parties.  Training is approximately 1-3 hours in duration and conducted via phone call / screenshare
Post Launch Review and Transition Session Within 1 month of Go Live date. Conducted via phone call / screenshare

 

Subscriber Project Personnel Requirements:

  • Project Owner: Subscriber will assign a single point of contact (“POC”) to function as Subscriber’s project coordinator and will serve as the primary channel of communication throughout the Implementation. POC will work directly with the Higher Logic team to coordinate internal efforts of the Subscriber’s stakeholders and departments.  Resource Commitment During Implementation:  Approximately 6 – 8 hours per week throughout the duration of Implementation.
  • Subscriber Membership Stakeholder(s): Team or person who is a steward of who is accessing the site, what content users are consuming, and how it serves as a benefit to the end users.  They may also have a say in community structure, roll out of modules (if applicable), community security and view permission settings, and have the responsibility to learn the administrative community management tasks associated with managing the website.  Resource Commitment During Implementation:  40 hours consisting of engagement strategy calls, Beta Testing, LMS training, and Higher Logic academy training.
  • Subscriber Marketing/Design Stakeholders: Responsible for site design Implementation.  May include a web design/graphics team, partner, or POC capable of working on a website, providing images, copy, and applying the branding guidelines of the organization.  This team also responsible for the email marketing aspect of the site and updates to external platforms, social media, and primary website feature the community, member/user outreach.  Resource Commitment During Implementation: 10-20 hours depending on complexity of design and pre-existing marketing programs.
  • Subscriber 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 into Higher Logic.  Depending on requirements they may also be involved around SSL and DNS configuration.  Resource Commitment During Implementation:  8-10 hours depending on technical requirements.

User Record creation and Higher Logic Thrive Community Integration:

Integration to Higher Logic allows for some data to sync from your existing customer relationship management system (CRM) or association management system (AMS) to the Higher Logic Thrive community platform.

The following data types are examples of what is typically included in a standard integration:

  • User records
  • Standard demographics
  • Community/Committee data
  • Security group data

Subscriber acknowledges and agrees that the following prerequisites – which are necessary to establish an integration – have been confirmed and satisfied by Subscriber prior to integration:

  • Integration is included in Higher Logic’s supported integration list
  • Subscriber’s database is in production and has a finalized schema (not a dev instance)
  • Subscriber’s production database will remain stable for duration of Implementation
  • Subscriber’s contact data has unique identifiers
  • Subscriber’s contact data has unique email addresses, first name, and last name
  • Integration of records comes from a single source database

Single Sign-On (SSO):

Higher Logic can support standard OAuth 2.0 and SAML 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 (Standard OAuth 2.0 or SAML 2.0, or supported CRM/AMS integration’s native SSO)

Custom Domain:

Higher Logic will enable access to Higher Logic via a custom domain, as defined by the Subscriber.  Higher Logic will provide the Subscriber best practices and assistance establishing an appropriate domain for the Community. Subscriber is solely responsible for ensuring that domains are registered to the Subscriber or third-level to existing subscriber-owned web domains (ex. community.subscriber.com). Higher Logic is not a domain registrar and is not responsible for managing Subscriber domain names.

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 status information. Mail published from Higher Logic’s Higher Logic Thrive Community platform will be published from the connectedcommunity.org domain.

User Interface Styling:
Higher Logic will work with the Subscriber’s design team to provide training with respect to inserting design elements into the site setup. Higher Logic does not offer design services, but the Higher Logic Project Manager will train Subscriber personnel to incorporate the Subscriber’s design elements. The Subscriber reserves the right to review and approve all styles applied to the designed community interface.

Design Elements:
Design elements may include but are not limited to hex colors and imagery to adhere to the subscriber’s brand standards. Higher Logic will accept imagery in standard web formats, including PNG, JPG, JPEG, GIF, SVG, etc.

Launching the Community:

  • 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 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’s then current rates.

Assumptions:

Any 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.

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 package.  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 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:

  • CRM/AMS integration migration
  • Custom design Implementation
  • Custom code, such as CSS, JavaScript, or HTML
  • Custom Training
  • Custom Reporting
  • Staging Environments
  • Website page content migration
  • Data Export
  • 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/ enhancements
  • Extractions of data for Data Migration for content such as discussions, blogs, announcements, files, etc.
  • Changes to the integration after Implementation (additional custom demographics, changing SSO, modifying security groups).