Services Description – Higher Logic Thrive Commerce

Higher Logic will provide the following services subject to Subscriber’s execution of Higher Logic Thrive Commerce and the embedding product information from subscriber’s Shopify third party account (referenced below as “Shopify”).

Introduction

This Services Description (the “Services Description”) sets forth certain services provided by Higher Logic with respect to Higher Logic Thrive Commerce, referenced on the Order Form or in another Services Description on the Order Form (referred to below as “HL Thrive Commerce”). 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, 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 among 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 Thrive Commerce Package will begin upon Subscriber’s execution of the Order Form which references “HL Thrive Commerce” and upon Subscriber’s confirmation of readiness to start the HL Thrive Commerce Package. Higher Logic will provide Subscriber with a Higher Logic single point of contact to serve as the Higher Logic Advisor (referenced to below as “HL Advisor) and primary point of contact through the duration of the configuration of HL Thrive Commerce to deliver stated services.

Scope of Services

The HL Advisor will engage with the Subscriber’s POC and stakeholders to set up an online shopping cart and check out experience within the Subscriber’s Higher Logic Thrive product which include a Community site (HL Thrive Community, HL Thrive Community Plus, HL Thrive Platform or HL Thrive Platform Plus), hereafter referred to as Subscriber’s “Community Site” product by configuring key elements from Subscriber’s separate third party Shopify account information.

The defined deliverables for a successful HL Thrive Commerce launch are:

Shopify Account Configuration: Subscriber will create a Shopify account, add products, buy buttons, payments and sales channels to be accessible in Subscriber’s Community Site.

HL Thrive Commerce Configuration: The HL Advisor will assist Subscriber in creating one Community page to insert Shopify information for products to display with pricing and buy buttons. One Shopify account and one Higher Logic Thrive Commerce instance are able to link in production environments. Any additional configurations and set up may come at an additional fee or may be unsupported.

Onboarding and Training Support: The HL Advisor will facilitate the onboarding project and provide training support to the Subscriber POC and stakeholders.

HL Thrive Commerce Launch: Subscriber is responsible for testing and confirming information and functionality is ready for launch. Subscriber is able to publish and make live this feature.

Subscriber can use tools available in Shopify within the defined processes that HL Thrive Commerce allows to support the following use cases:

• Physical product purchases, such as branded merchandise and textbooks.
• Digital products and downloads, such as e-books or technical specifications.
• Sponsorships and advertisements, using Shopify’s service sales configuration and landing pages through their website or Higher Logic Thrive Platform or Higher Logic Thrive Platform Plus product. Please note that landing pages are not a feature of Higher Logic Thrive Community or Higher Logic Thrive Community Plus.

Subscriber is aware that the following use cases are not suitable for HL Thrive Commerce as alternate products with better suitability at Higher Logic are available:

• Event Registrations
• Memberships

Higher Logic will provide guidance and training for Subscriber to create one Shopify store page for use in Subscriber’s Community Site. Subscriber has the ability to edit and create new store pages. Subscriber is responsible for creating and customization of template in Shopify organization.

Higher Logic will provide one Shopify Search Platform configuration with Subscriber’s Community site.

The following is an example timeline for the HL Thrive Commerce onboarding project.

Note: Net-new Community Site onboarding is covered under a different scoping document.

Project Phase	Deliverable
Kickoff	Introduce HL Advisor with Subscriber stakeholders and POC Review project outline, goals and timeline Document and review Subscriber deliverables
HL Thrive Commerce Configuration	Subscriber provides Shopify organization ID Subscriber provides Higher Logic engineering team temporary Admin Access to Shopify organization Higher Logic links endpoints from Higher Logic to Shopify, provisions Shopify resources Higher Logic provides example template export to Subscriber Subscriber configures template and provides to Higher Logic Higher Logic implements Subscriber’s template on sample Community page for Subscriber review
Launch Coordination	Subscriber reviews page and launches offering.

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 Team

Higher Logic will provide people resources to support the HL Thrive Commerce implementation. The resources assigned to the roles described in the table below will provide the services and deliverables outline in the services description.

Higher Logic Roles	Responsibilities
Higher Logic Advisor Team	Higher Logic will designate an HL Advisor as primary point of contact through the duration.

Higher Logic may, at its discretion and upon reasonable notification to the Subscriber, reassign individuals in any of the roles listed above. HL 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 with reasonable notification to ensure a resource transition occurs. The Subscriber and Higher Logic may supplement the resources and roles as necessary to ensure project completion.

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

 

Subscriber’s Responsibilities

• The POC will facilitate approval of configuration for their Community’s Site HL Thrive Commerce.
• The Subscriber will purchase and maintain a Shopify account, products and configuration.
• The Subscriber will maintain their HL Thrive Commerce configuration within their Community Site.

Assumptions

• Subscriber is a current Subscriber of both Higher Logic and Shopify.
• The tools and features set forth for HL Thrive Commerce are not an exhaustive or definitive list of configuration settings. HL Thrive Commerce is subject to change based on the product lifecycle and roadmaps.
• In the event that elements in HL Thrive Commerce are not being used right away, Subscribers may create a ticket when they are ready for additional training and access to relevant resources
• Higher Logic’s main function is to configure HL Thrive Commerce within Subscriber’s Community Site. Any training needed within the Shopify platform will be provided by Shopify.
• Training for third party applications will be provided by the third party when applicable.
• Higher Logic offers support for existing customers for the Shopify Search Platform Configuration. To open a case visit:  https://support.higherlogic.com/hc/en-us/articles/360055474832-Contact-Customer-Support
• All services will be provided by the HL Advisor remotely. Subscriber acknowledges that Higher Logic may provide HL Thrive Commerce from any of Higher Logic’s locations of operation.
• Subscriber will proof all communications in languages other than English.
• Subscriber will provide the HL Advisor 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.  The HL Advisor 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 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 the HL Advisor.
• The HL Advisor 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’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’s then current rates.
• Higher Logic reserves the right to reassign resources, reschedule and/or re-prioritize the Higher Logic Thrive Commerce or any milestone related to the Higher Logic Thrive Commerce in the event that Subscriber is not responsive and/or in the event that the Subscriber requests a delay of the Higher Logic Thrive Commerce.

Out of Scope Services

The parties acknowledge and agree that the activities listed below are outside the scope of Higher Logic Thrive Commerce Configuration and are not provided by Higher Logic as part of any Product Package Configuration. 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 response to receiving such a Change Request, Higher Logic will prepare a cost and timeline estimate 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.

Services considered out-of-scope for the Higher Logic Thrive Commerce include but are not limited to the following:

Technical

• Shopify search tool is not included in this offering. Higher Logic’s Community Search feature is separate and not a part of this offering.
• Website page, data and/or content migration
• Custom software development requests, platform enhancements or add-on functionality (ex: JavaScript)
• Management or use of the organization’s AMS/CRM
• Product changes/ enhancements
• Custom integration changes (e.g., adding new fields, SSO customizations, other custom development)
• Shopify search results layout/template
• Staging Environment

Community Management

• Creation and ongoing management of store pages within Subscriber’s Community and moderation for Subscriber’s communities.
• Management of events and all related content creation, including but not limited to:
  • Presentations or resources for events or conferences
  • Event promotion
  • Coordination, management, or facilitation of any online community meet-ups at an event or conference
  • Management of an event of conference community
• 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 3^rd party tools (ex: Mailchimp, Venngage)
• Maintenance and execution on a tagging taxonomy to organize resources, including the application of tags to any resources and discussion posts
• 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)
• Custom creation of videos, including marketing videos, screencasts, recordings of site demos, or delivery of webinars
• Custom creation of Subscriber-specific support manuals (ex: Playbooks, Handbooks, Toolkits, Guides) with operating procedures on Higher Logic features or functionality

Design

• 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.

Other

• Participation in internal meetings with the Subscriber’s organization outside of the designated virtual meetings including but not limited to Subscriber’s staff meetings or board meetings
• Business dealings, negotiations or material creation for the Subscriber’s internal department, investor, or vendor meetings (ex: board meetings)
• Selection, coordination, and contracting with third-party vendors
• Management of community module launches, strategy, and planning including but not limited to Higher Logic Thrive Commerce, volunteer opportunities, events, demographics, and nested community

Payment

Payments as set forth in the Order Form.