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Services Description  – 
Standard Vanilla Community Implementation

Scope of Services: 

Higher Logic on behalf of its wholly owned entity Vanilla will provide certain implementation services related to the Customer’s Vanilla Community as set forth below (the “Implementation”).

Implementation: 

The Implementation will consist of the activities set forth below in the Phases & Activities section. For the avoidance of doubt, the Implementation will begin with the Project Kickoff meeting and upon Customer’s confirmation of readiness to start the Implementation. This Kickoff meeting is typically scheduled within one (1) week of contract signature but is dependent on Customer’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”). Customer 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 Customer’s Vanilla Community will take place approximately ninety (90) calendar days from the Kickoff Call (or approximately ninety (90) calendar days from the date Customer confirms readiness to begin the Implementation if that date is after the Kickoff Call).

Project Phase: 

Phases Activities Estimated Timeframe
Initiation & Planning •  Project Kickoff Meeting
•  Strategy Meeting		 1-2 weeks

 
Product Training •  Dashboard Training
•  Moderation/Gamification Training 		 2-3 weeks

 
Site Setup and Design •  Site configuration
•  Create seed content
•  Theme customization		 3 – 4 weeks (Customer driven)

 
 Pre-Launch •  Review community launch checklist
•  Develop launch plan
•  Recruit early adopters
•  Beta testing/Soft launch		 1-2 weeks
 Launch  •  Deploy launch campaign
•  Execute community launch		 1 day (as determined by Customer)

 
 Transition to Support •  Meeting with PM to discuss next steps 1 day (up to 30 days after go-live date)

 

Customer Project Personnel Requirements:

Project Owner: 

    • Customer will assign a single point of contact (“POC”) to function as the 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 Customer’s stakeholders and departments.

Customer Community 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 also have the responsibility to learn the administrative community management tasks associated with managing the community.

Customer 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.

Customer IT and Data Stakeholders:

  • Owners of the more technical aspects of the site set up. Depending on requirements, they may be involved around SSO, API and DNS configuration.

Single Sign-On (SSO):

Vanilla Community offers 4 different types of SSO: SAML (cloud-only), OAuth 2, JWT (JSON Web Tokens) and jsConnect (our in-house solution). The Customer is responsible for SSO configuration with the help of the knowledge base documentation. Higher Logic will provide guidance as needed.

Custom Domain: 

Vanilla Community supports one custom domain, as defined by the Customer. Higher Logic will provide the Customer with instructions on how to set up a custom domain for the Community.
Customer is solely responsible for custom domain configuration and ensuring that domains are registered to the Customer or third-party to existing customer-owned web domains (ex. community.yourcompany.com). Higher Logic is not a domain registrar and is not responsible for managing Customer domain names.

Customer Training: 

Higher Logic provides Customer with two product training sessions. Customer will always have access to our knowledge base documentation and the academy. Ad hoc meetings may be scheduled as needed.

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 Customer is not responsive and/or in the event that the Customer requests a delay of the Implementation.

Assumptions: 

All services will be performed by Higher Logic remotely. Customer 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 customer and Higher Logic.

Customer 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 Implementation and are not provided by Higher Logic as part of the Implementation package. In the event that Customer 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 Customer’s execution of the Statement of work (SOW) 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:

  • Migration from existing community or Website page content
  • Site configuration and design by Higher Logic (Customer is typically responsible for these activities)
  • Custom code, such as CSS, JavaScript, or HTML
  • Custom Reporting
  • Custom Integrations
  • 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
  • Changes to the integration after Implementation