By executing the Order Form that includes a hyperlink or other reference to the Higher Logic Web Crawler (“Web Crawler”) or this Services Description, Subscriber hereby expressly agrees to be bound by all terms and conditions set forth herein, together with the Order Form, and the applicable Master Subscription Agreement (“MSA”). This Services Description is incorporated into and made part of the Order Form. Capitalized terms not defined in this Services Description have the meaning given in the MSA.

In the event of any conflicts among this Services Description, the Order Form, and the MSA, the terms of the MSA shall prevail.

Additional Definitions

For the Web Crawler services, the following definitions apply in addition to those in the MSA:

“Crawl Sources” means the external domains, subdomains, and specific URL paths that the Subscriber represents and warrants it owns or controls and expressly authorizes Higher Logic to crawl.

“Content” means any material, data, files, or information hosted at the Crawl Sources.

“Sensitive Data” means PHI, PCI data, children’s data, government-classified information, Controlled Unclassified Information (CUI), or other special categories of data under applicable laws, and any Sensitive Information prohibited under the MSA.

Web Crawler Overview

The Higher Logic Web Crawler allows Subscribers to index authorized external content and make that content discoverable within the Higher Logic Community search experience, and, where enabled, as contextual inputs to the AI Search Assistant.

The Web Crawler may:

• Index Subscriber authorized Content from designated Crawl Sources
• Provide unified search across their community and external content
• Support AI Features by allowing the AI Features to reference indexed, permission appropriate content.

Each Web Crawler configuration includes indexing instances (each, an “Indexing Instance”). An Indexing Instance means the configuration and initial indexing of one authorized external website (defined as a unique domain or subdomain), or a re-indexing of a previously indexed website following a material structural change (e.g., redesign, domain migration, etc.). Routine or scheduled re-crawls of an existing Crawl Source do not constitute a new Indexing Instance.

The Web Crawler crawls only Content that Subscriber authorizes and does not bypass authentication, paywalls, robots.txt rules, or other access controls, unless Subscriber provides explicit written authorization as described below.

The Web Crawler supports recurring or scheduled re-crawls of authorized Crawl Sources where enabled. Re-crawls update indexed Content based on the state of the Crawl Source at the time of the applicable crawl. The Web Crawler does not provide real-time synchronization, continuous site mirroring, or immediate reflection of content changes.

Higher Logic does not guarantee that all Content from a Crawl Source will be successfully crawled, indexed, retrievable, ranked, or surfaced in search results or AI responses. Search results and AI-generated outputs may vary based on indexing parameters, permissions, relevance algorithms, and system limitations. Where AI Features are enabled, indexed Content may be used as contextual input to generate responses, and AI-generated outputs are probabilistic in nature and may be incomplete or inaccurate.

Scope of Services:

The Services Description as set forth below describe certain standard services provided by Higher Logic related to the Web Crawler Configuration.

Solution Services & Definition:

The Web Crawler allows organizations to leverage Higher Logic and Subscriber’s externally hosted content to create a search index of content that comes from multiple sources consisting of features and settings such as:

• Select Higher Logic Community content (ex. threads, blogs, entries, etc.)
• Promotes cross-platform search for finding important content

• Each external site indexed constitutes one Indexing Instance.

 

Access Restrictions; Prohibited Uses

Subscriber will not, and will not permit any third-party to:

• Enable or authorize crawling of any domain, subdomain, or path the Subscriber does not own or control;
• bypass or attempt to bypass authentication, paywalls, CAPTCHAs, robots.txt rules, rate limits, or other technical protection measures, except as expressly authorized in writing by Subscriber as described below;
• ingest or expose any Sensitive Data to the Web Crawler;
• use the Web Crawler to reproduce full pages, bulk download sites, or create derivative archives beyond snippet-and-link functionality; or
• use the Web Crawler to provide services to third parties, including competitive offerings or service bureau activities.

Configuration Services:

Configuration begins when the Order Form is executed and Subscriber returns all requested information and confirms readiness. A typical single site Configuration timeline is 8 weeks, dependent on Subscriber responsiveness and Higher Logic resource availability.

Higher Logic will provide the following configuration services (“Configuration”):

Project Initiation

• Assignment of Higher Logic team member

Technical Requirements

• Higher Logic requests information needed to configure Web Crawler,
• Subscriber provides requested information that lists required URLs, allow/deny lists, credentials (if applicable), and confirms crawlability.

Verification of Crawl Sources

• Subscriber will verify its ownership or control of each Crawl Source through a method reasonably requested by Higher Logic (e.g., DNS TXT record, HTML tag placement, or written confirmation).
• Subscriber represents and warrants that it has all rights, permissions, and authority necessary to authorize Higher Logic to crawl, cache, index, process, and display snippets of Content from each Crawl Source.

Sample Crawl & Feasibility Check

• Higher Logic performs a sample crawl to evaluate viability.
• Feedback provided to Subscriber if changes or permissions are needed.

Full Crawl & Initial Index

• Higher Logic conducts the initial full crawl.
• Higher Logic performs the initial index to integrate external content into Community search.
• Indexed Content is stored within Higher Logic search indexes solely for the purpose of providing Web Crawler functionality and is not intended to serve as a backup or archival copy of the Crawl Source.

Delivery

• Higher Logic provides written confirmation of completion

Subscriber Responsibilities

Subscriber is solely responsible for ensuring it has all rights, permissions, and authority necessary to allow Higher Logic to crawl, cache, index, process, and display Content.  Subscriber will promptly notify Higher Logic if it no longer owns or controls a Crawl Source or no longer has authority to authorize crawling of such Crawl Source.

If Subscriber wishes Higher Logic to disregard robots.txt directives for any Crawl Source, Subscriber must provide explicit written authorization confirming that:

1. Subscriber owns or controls the Crawl Source;
2. Subscriber directs and authorizes Higher Logic to ignore specified robots.txt directives;
3. Subscriber has all legal rights necessary to provide this authorization; and
4. Subscriber assumes all responsibility and liability arising from such instruction.
5. Must opt in to search assistant

Higher Logic will not override robots.txt directives without such written authorization and will not override authentication, paywalls, access controls, or security barriers under any circumstances. Additionally, Higher Logic will rely solely on Subscriber’s written authorization and will not independently assess the legal sufficiency of such authorization.

Configuration and Compliance Obligations:

Subscriber is responsible for:

• configuring allow-lists and deny-lists;
• supplying any required credentials via scoped service account or SSO;
• ensuring the external site is configured to permit crawling or that the Subscriber provides authorization for exceptions (e.g., robots.txt overrides);

• ensuring that each Crawl Source and its Content may be legally included, crawled, and displayed; and
• promptly removing or directing removal of any Content that is inaccurate, unlawful, infringing, or subject to takedown obligations.

The functionality of the Web Crawler may be impacted by third-party hosting environments, rate limits, API restrictions, firewall rules, bot mitigation technologies, CDN configurations, or other technical controls outside Higher Logic’s control.

The Configuration will consist of the activities set forth below in the Schedule & Milestones section. For the avoidance of doubt, the Configuration services will begin upon Subscriber’s execution of the Order Form which references this Services Description and upon Subscriber’s confirmation readiness to start the services set forth herein (in the event that date is later than the execution of the Order Form).

Higher Logic will assign a team member with the technical expertise necessary to configure and support the Web Crawler engagement. Subscriber will designate a representative to serve as the primary point of contact for communication and escalation throughout the configuration period.

Schedule & Milestones:

Milestone	Estimated Timeframe/Medium
Execution of Order Form referencing this Services Description	Date of execution of Order Form
Higher Logic staff member will send kickoff email to Subscriber with next steps and request required technical information	Typically within one week of execution of Order Form
Subscriber provides responses to Higher Logic	Within 3 business days of receiving request for required information
Higher Logic initiates a sample crawl to assess initial viability and provide feedback to Subscriber if required	Within 15 business days of receiving all requested information from Subscriber
Higher Logic initiates full crawl of requested site	Within 3 business days of sample crawl*
Higher Logic reindexes Subscriber site to include external content	Within 3 business days of full crawl*
Higher Logic delivers Crawler Configuration and summary of project to Subscriber	Within 5 business days of reindexing

* crawl times may vary depending on site size and content volume

Data Protection

If the parties have already executed a Data Processing Addendum (“DPA”), it is incorporated by reference. If not, Higher Logic’s standard DPA applies.

Sensitive Data Prohibition

• The Web Crawler is not designed to process Sensitive Data.
• Subscriber is prohibited from providing or exposing Sensitive Data through any Crawl Source.
• Higher Logic has no obligation to detect or remediate Subscriber’s inclusion of Sensitive Data.

Indemnities

Subscriber will defend, indemnify, and hold harmless Higher Logic and its officers, directors, employees, and agents from any third-party claims, damages, losses, or expenses (including reasonable attorneys’ fees) arising from:

• Subscriber’s lack of authorization to crawl, cache, index, process, or display Content from any Crawl Source; or
• Subscriber’s breach of Access Restrictions or Compliance Obligations, including any claims arising from Subscriber’s robots.txt override instruction.

This indemnity supplements the indemnity obligations in the MSA.

Points of Contact:

Higher Logic:
Higher Logic Staff: Higher Logic customer experience staff will serve as a primary point of contact through the duration of the Configuration and on-boarding (the “Higher Logic Customer Experience Team” or “HL Staff”). Higher Logic may, at its discretion and upon notice to the Subscriber, reassign or change the Higher Logic staff member at any point throughout the Web Crawler Configuration.

Subscriber:
POC: Subscriber will designate a single point of contact to facilitate communication and/or escalations related to all configuration needs during the Web Crawler Configuration.

Web Crawler Configuration Assumptions:

• Subscriber is a current Subscriber of eligible Higher Logic Products and Web Crawler.
• Configuration concludes with the delivery of the project summary described in Section 3.
• Ongoing operational support beyond the initial configuration of a Crawl Source is not included in this engagement. Higher Logic offers support for existing customers at [email protected].
• Subscriber may create a ticket for additional assistance in the event its Crawl Sources are modified in a material way that alters Web Crawler results.
• Higher Logic does not guarantee the capture of all newly added or modified Content within any specific recrawl interval.
• The Web Crawler configuration assumes that Subscriber’s external content is publicly accessible and structured in a way that supports crawling and indexing, including relevant security features and access tokens/credentials.
• Subscriber has confirmed site security has been modified to allow the Higher Logic Web Crawler to perform its functions without prevention or disallowance.
• All timelines and schedule considerations for the delivery, “launch” may be impacted by Subscriber’s ability to complete defined tasks and/or Higher Logic capacity restraints within a given time window.

Out of Scope Services:

The following are outside the scope of this Services Description unless separately contracted. Change requests may be accepted at Higher Logic’s discretion and charged at $200 per hour (T&M). Higher Logic reserves the right to decline any change request in its sole discretion.

Services considered out-of-scope for the Web Crawler Configuration include but are not limited to the following:

• Re-indexing requests beyond the initial index completed as part of configuration, except where a support case demonstrates that content that should appear in search results does not.
• Customization of how external content is displayed in search results, including layout, ranking, or visual presentation of results from Subscriber’s external sites.
• Customization of how newly added or modified Subscriber content displays outside of the initial configuration period.
• Separation of non-community data sources from community data sources in Subscriber’s search results. Higher Logic will not modify its indexing permissions model to facilitate access to community content for users outside the Online Community.
• Real time synchronization, continuous site mirroring, or guaranteed capture of newly added or modified content within any specific recrawl interval.
• Customizations, updates, or configuration changes to Subscriber’s external sites or third-party systems, including allow/deny list management following initial configuration.
• Third-party content permission configuration between platforms. Higher Logic is not responsible for access controls or view permissions on content hosted outside the Online Community.
• Troubleshooting why content from non-community sources appears or does not appear in search results. Subscriber is responsible for investigating and resolving issues arising from its own external site configuration.
• Migration of data or content from external sources into the Online Community. The Web Crawler creates a searchable link to external content; it does not move or replicate that content within the platform.
• Configuration of additional Higher Logic modules or platform features not expressly included in this Services Description.
• Custom software development, platform enhancements, or front-end modifications, including JavaScript, CSS, or changes to third-party system integrations.
• Configuration of the Web Crawler to more than one Higher Logic Community production instance. Any subsequent configurations may be subject to additional fees or may be unsupported.
• Staging environments.
• Crawl duration varies based on the size and complexity of the Crawl Source. Sites with a large number of pages or significant media content, such as high resolution images or video, may require additional processing time or may not be fully supported within standard configuration. Higher Logic will assess feasibility during the sample crawl phase and notify Subscriber of any limitations.

 

Payment

Payments as set forth in the Order Form.