Services Description – Launch Concierge

Scope of Services:

Higher Logic on behalf of its wholly owned entity Vanilla will provide certain implementation services related to the Subscriber’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 Subscriber’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 Subscriber’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”). Higher Logic will designate a Strategic Services Consultant (“SSC”) who will act as secondary point of contact.  Higher Logic will also provide access to a Technical Architect (“TA”).  Subscriber 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, the launch of Subscriber’s Vanilla Community is expected to take place approximately ninety (90) calendar days from the Kickoff Call (or approximately ninety (90) calendar days from the date Subscriber confirms readiness to begin the Implementation if that date is after the Kickoff Call). From the date of the Kickoff Call (or, if later, the date that Subscriber confirms readiness to begin the Implementation), Subscriber will have access to SSC and TA for a period of one hundred twenty days. In the event that Subscriber does not launch their community within that one hundred twenty (120) day period, Subscriber’s access to SSC and TA may cease at Higher Logic’s sole discretion. However, Subscriber may choose to maintain access to Vanilla’s SSC and TA beyond 120 days at an additional cost to be mutually agreed by the parties.

Project Phase:

Subscriber Project Personnel Requirements:

Project Owner: 

• Subscriber 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 Subscriber’s stakeholders and departments.

Subscriber 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.

Subscriber 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.

Subscriber 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) & Third-Party Integrations:

Vanilla Community offers 4 different types of SSO: SAML (cloud-only), OAuth 2, JWT (JSON Web Tokens) and jsConnect (our in-house solution). The Subscriber is responsible for SSO configuration with the help of the knowledge base documentation and access to a TA. Higher Logic’s TA is available to assist your technical stakeholders with set-up of Zapier and third-party integrations.

Custom Domain:

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

Subscriber Training:

Higher Logic provides Subscriber with initial product overview training session after the project kick-off meeting. Subscriber will always have access to our knowledge base documentation and product videos.

Subscriber Working Sessions:

Higher Logic provides Subscriber with ongoing weekly working sessions covering different topic areas required during launch.  Each session will be limited to one hour.  During these working sessions, Higher Logic will work with Subscriber at the beginning of each week to go over tactics and recommendations.  SSC will provide guidance on best practices, assist with community set-up, and develop a launch plan.  Each session will focus on a specific topic and will not exceed two topics per session.  These sessions will be conducted over a period of 12 weeks, with a maximum of 6 sessions in total.  Working sessions may include but are not limited to theming, site category structure, roles & permissions, gamification & engagement, moderation, and pre-launch essentials.

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

Assumptions:

All services will be performed by Higher Logic remotely. Subscriber 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 Subscriber and Higher Logic.

Subscriber 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 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 the event of such a Change Request, Higher Logic will prepare a cost estimate and timeline for the additional services and, upon Subscriber’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 (Subscriber 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