Services Description – Higher Logic Vanilla Community Management Academy – Content Strategy
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 Academy – Content Strategy plan on the Order Form (“HLV Academy – Content Strategy”). 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 “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 and/or referenced, 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 between 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, the services described herein will begin upon Subscriber’s execution of the Order Form which references “Higher Logic Vanilla Academy – Content Strategy” and upon Subscriber’s confirmation of readiness to start the HLV Academy- Content Strategy package.
Scope of Services:
A HLV 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 mutually agreed upon manner. Any project not completed within the subscription year of the Term will expire and will not rollover to the following subscription year.
Kick-Off:
The implementation of the HLV Academy – Content Strategy plan will consist of the activities set forth below in the Project Phase. The HLV Academy – Content Strategy plan will begin when your HLV 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. The initial email will be sent within five (5) business days of the execution of an Order Form including the HLV Academy – Content Strategy plan.
Unless otherwise agreed upon during the initial email communication, the launch of the HLV Academy-Content Strategy plan is expected to take place within ten (10) business days of the execution of an Order Form including HLV Academy-Content Strategy selection.
HLV will designate a single point of contact to serve as the HLV Strategist throughout the duration of the HLV Academy – Content Strategy plan (“HL”). 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-Content Strategy plan. 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 |
|
Workshop begins upon completion of Data Compilation phase
| Workshops (S&C) | Activities | Estimated Schedule |
| Goal Identification |
|
Meeting 1
|
| Existing Content Planning
|
|
Meeting 1
|
| Content Calendar |
|
Meeting 2 |
| Site Alignment |
|
Meeting 3
|
| Content Engagement |
|
Meeting 3 |
| Final Strategic Plan |
|
Subscriber Requirements
Subscriber will provide the following personnel for the duration of the HLV-Academy Content Strategy plan:
- 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-Content Strategy, 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 Content Strategy plan:
- HLV Strategist: HLV will provide a people resource throughout the HLV Academy – Content Strategy plan. 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 – Content Strategy 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-Content Strategy plan and are not provided by HLV as part of the HLV Academy-Content Strategy plan. 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-Content Strategy plan are any services not listed on this HLV Academy-Content Strategy Services Description. Unless otherwise noted, the following are examples of out-of-scope services:
Technical
- 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 Content 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
- Ongoing management of a content calendar, engagement tactics, and moderation for subscriber’s communities
- Implementation of Content Strategy 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