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Services Description – Higher Logic Vanilla Community Management Academy – Advanced Strategic Workshops

Introduction

This Services Description (the “Services Description”) sets forth certain strategic services provided by Vanilla Forums ULC (“HLV”) with respect to the Higher Logic Vanilla Community Management Academy – Advanced Strategic Workshops listed on the Order Form (“HLV Academy – Strategic Workshops”). The Order Form and Services Description are subject to and governed by the Master Subscription Agreement between the parties referenced on Subscriber’s Order Form (the “Agreement”). Defined terms shall have the meaning accorded to such terms in the Agreement unless otherwise set forth herein.

By executing the Order Form to which this Services Description is attached and/or referenced, Subscriber hereby expressly agrees to all terms and conditions of the Order Form, this Services Description, and the Agreement. In the event of any conflicts in terms between the Order Form, this Services Description and the Agreement, the terms of the Agreement shall prevail.

For the avoidance of doubt, the services described herein will begin upon Subscriber’s execution of the Order Form which references “HLV Academy – Strategic Workshops” and upon Subscriber’s confirmation of readiness to start the “HLV Academy – Strategic Workshops”.

Scope of Services:

The HLV Community Strategist will collaborate with the Subscriber’s named point of contact to organize, schedule, conduct Workshops, and/or consult on work-related items selected by the Subscriber in a manner mutually agreed upon during the scheduled Workshops. Subscriber will select the schedule that works best for them. Any project objectives not completed within the contract year will expire and will not rollover to the following contract year.

In addition to the allotted HLV Academy – Strategic Workshops described herein, your HLV Community Strategist will also provide:

  • One (1) hour HLV Project planning session
  • One (1) hour closing session

Kick-Off:

The implementation of HLV Academy – Strategic Workshops will consist of the activities set forth below in the Project Phase. The HLV Academy – Strategic Workshops will begin when your HLV Community Strategist emails Subscriber a list of required pre-work to be completed prior to Meeting 1, along with suggested timelines and a proposed meeting cadence. This initial email will be sent within five (5) business days of the execution of an Order Form including the HLV Academy – Strategic Workshops.

Unless otherwise agreed upon during the initial email communication, the launch of the HLV Academy – Strategic Workshops is expected to take place within ten (10) business days of the execution of an Order Form including HLV Academy – Strategic Workshops selection.

HLV will designate a single point of contact to serve as the HLV Community Strategist throughout the duration of the HLV Academy – Strategic Workshops (“HLV”). Subscriber will designate a single point of contact (“POC”) for full participation and any additional communication related to escalations or issues that arise during the HLV Academy – Strategic Workshops. Please note that progression through each Activity listed per project phase is dependent upon full participation by POC. Failure to do so may hinder HLV’s ability to deliver the services described herein.

Project Phase:

Pre-Workshop  Activities 
Data Compilation 
  • All Internal and External Customer Survey Execution (POC)  
  • Data Aggregation (HLV)  
  • Creating customer personas (HLV) 
  • Content Summary (HLV) 

Workshop begins upon completion of Data Compilation phase

Workshops (S&C)  Activities  Estimated Schedule 
Goal Identification 
  • Identification of North Star goal 
  • Identification of 2° and 3° goals 

  

 Meeting 1 

  
Community Foundations 

 
  • Create a community growth curve  
  • Strategy discussion (value and growth) 
  • Key persona identification 
  • Align customer journey to personas 
  • Site layout 
  • Onboarding 
 Meeting 1 

  
 Beta Program 
  • Defining goals 
  • Identifying participants 
  • Invitations and Value Prop 
  • Tracking progress 
  • Implementing changes 
 Meeting 2 
 Engagement 
  • Behavior alignment 
  • Persona discussion 
  • Gamification planning 
  • Ranks and roles 
  • Incorporating events 
  • Ideation and Q&A 
  • Automation rules 
  • Advocates and early adopter programs 
 Meeting 2 & 3 

  
 Content Planning 
  • Content owner process 
  • Content repurpose/alignment 
  • Alignment of content with customer journey 
  • Identification of potential gaps 
  • Gap assignment 
  • Seed content creation 
  • Content calendar build 
 Meeting 3 
Advocate Program 
  • How to identify potential participants 
  • Gamification Alignment 
  • Nurture pathway 
  • Tracking usage 
  • Rewards and recognition 
  • Creating special access and opportunities 
 Meeting 4 
Measuring Success 
  • Importance of tracking and iterating 
  • Metrics to track (beyond vanity) 
  • Metrics and organizational goals 
  • Analytics Dashboard Creation 
  • Executive reporting 
  • Storytelling 
  • Proving the ROI 
 Meeting 5 
Final Strategic Plan 
  • Personalized strategic plan (S) 
  

 Subscriber Requirements

Personnel:

Subscriber will provide the following personnel for the duration of the HLV Academy – Strategic Workshops:

  • Project Owner:
    As mentioned above, Subscriber’s POC will function as the project coordinator and will serve as the primary contact . HL will work directly with the POC to help coordinate Subscriber’s internal efforts required from stakeholders and departments.
  • Customer Community Stakeholder(s):
    Team or person who is a steward of who is participating in the HLV Academy – Strategic Workshops, who is responsible for providing the information needed from Subscriber, and how it serves as a benefit to Subscriber. They also have the responsibility to complete homework and come prepared to discuss, learn, and participate in the workshop. Failure to do so may inhibit HLV from completing the services described herein.

Subscriber’s Responsibilities:

  • Subscriber will manage and complete all required pre-work in accordance with the agreed upon timeline(s);
  • Subscriber will facilitate the sharing of gathered responses and information from this pre-work;
  • Subscriber will fully participate in each Activity and/or Project Phase, including attendance of all scheduled Meetings;
  • Subscriber will provide HLV with no fewer than two (2) business days’ notice for any scheduled meetings and/or scheduling adjustments. HLV will make exceptions on a case-by-case basis.

HLV Requirements

Personnel:

HLV will provide the following personnel for the duration of the HLV Academy – Strategic Workshops:

  • Higher Logic Vanilla Community Strategist: HLV will provide a people resource throughout the HLV Academy – Strategic Workshops. HLV may, at its discretion and upon reasonable notification to the Subscriber, reassign individuals based on need. Strategists are assigned based on type of service and need.

Subscriber Training:

HLV will provide guided learnings covering different topic areas requiring pre-workshop assignments. During this working session, HLV will work together with the Subscriber to bring strategy, best practices, and guidance on how a community can be set up to meet organizational goals.

HLV Responsibilities:

  • HLV will fully participate in each Activity and/or Project Phase, including attendance of all scheduled Meetings;
  • HLV will provide Subscriber with advance notice of any scheduling changes, where possible.

General Terms

Delays:

HLV reserves the right to reassign resources, reschedule and/or re-prioritize any milestone related to the HLV Academy – Strategic Workshops in the event that Subscriber is not responsive and/or in the event that the Subscriber requests a delayed timeline.

Out of Scope Services:

The parties acknowledge and agree that the tasks and activities listed below are, without limitation, outside the scope of the HLV Academy-Strategic Plan and are not provided by HLV as part of the HLV Academy – Strategic Workshops. If the Subscriber requests an out-of-scope service, whether included on this list or otherwise determined by HLV to be out-of-scope (a “Change Request”), HLV will consider such a request and may, at its sole discretion, provide such additional services under a cost to be determined based on the request. If requested, HLV 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. HLV reserves the right to decline any change request.

Services considered out of scope for HLV Academy – Strategic Workshops are any services not listed on this HLV Academy – Strategic Workshops Services Description. Unless otherwise noted, the following are examples of out-of-scope services:

Technical

  • Higher Logic Vanilla Community Platform
  • Community implementation and/or technical Support services
  • Continued management of survey data outside of the scope detailed in Overview
  • Selection, coordination, and contracting with third-party vendors
  • Edits, updates, and changes to the Strategic Plan after workshop is completed

Community Management

  • Content development or migration
  • Communication with Customer internal teams or customers outside of those participating in the workshop
  • Creation and ongoing management of a content calendar, engagement tactics, and moderation for subscriber’s communities
  • Implementation of Community Strategic Plan
  • Community management of any platform
  • Additional training and plan building outside of the scope of the included components
  • Custom creation of Customer-specific support manuals (ex. Playbooks, Handbooks, Toolkits, Guides) beyond those included in the workshop
  • Participating in the hiring or contracting of a Community Manager