Services Description – Premium Implementation
Scope of Services:
This Services Description describes certain implementation services provided by Higher Logic Vanilla (‘HLV’) related to the implementation of Subscriber’s Vanilla Community product (the “Implementation”) set forth on the applicable Order Form.
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.
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). HLV will provide Personnel to assist Subscriber with the Implementation for a period of one hundred and twenty (120) calendar days from the later of: (i) the date of the Kickoff Call, or (ii) the date that Subscriber confirms readiness to begin the Implementation (the “Implementation Period”). After the Implementation Period, Subscriber’s access to HLV Personnel may cease at HLV’s sole discretion. Should Subscriber request access to HLV’s Personnel beyond the Implementation Period, Subscriber understands that an additional fee may apply and such request is subject to HLV’s sole discretion.
Project Phase:
| Phases | Activities | Estimated Timeframe |
| Initiation & Planning |
|
1-2 weeks
|
| Training, Site Setup, and Working Sessions
|
|
3-8 weeks
|
| Pre-Launch |
|
1-2 weeks |
| Launch |
|
1 day (as determined by Subscriber)
|
| Transition to Support |
|
1 day (up to 30 days after go-live date) |
Subscriber Requirements:
Subscriber will provide the following personnel for the duration of the Implementation Period:
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 HLV 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:
POC capable of working on a website, providing images, copy, and applying the branding guidelines of the organization. May include a graphics/web design team.
Subscriber IT and Data Stakeholders:
POC capable of handling more technical aspects of the site set up. Depending on requirements, they may be involved around SSO, API and DNS configuration.
Subscriber’s Responsibilities:
Single Sign-On (SSO) & Third-Party Integrations:
The Subscriber is responsible for SSO configuration with the help of the knowledge base documentation and access to a TA. HLV’s TA is available to assist your technical stakeholders with set-up of Zapier and/or third-party integrations. Vanilla Community offers 4 different options for SSO: SAML (cloud-only), OAuth 2, JWT (JSON Web Tokens) and jsConnect (our in-house solution). Subscriber is responsible for ensuring compatibility of these SSO options with their requirements.
Custom Domain:
Subscriber is solely responsible for any custom domain configuration and ensuring that domains are registered to the Subscriber (as needed/required). HLV is not a domain registrar and is not responsible for managing Subscriber domain names.
Marketing/Design:
Subscriber is responsible for implementation of any site design and related website work, providing images, copy, and applying the branding guidelines of the organization.
HLV Requirements:
HLV will provide the following personnel for the Implementation Period (“Personnel”):
- Project Manager: HLV will designate a single point of contact to serve as PM and primary point of contact.
- Technical Architect: HLV will provide access to a TA to assist Subscriber with the Implementation.
HLV Responsibilities:
Custom Domain:
Vanilla Community supports one custom domain, as defined by the Subscriber. HLV will provide the Subscriber with instructions on how to set up a custom domain for the Community.
Subscriber Training:
HLV will provide Subscriber with an initial product overview training session after the project Kick-off meeting. Subscriber will have access to our knowledge base documentation and product videos throughout their subscription.
Subscriber Working Sessions:
HLV will provide Subscriber with working sessions covering Community Design, Site Configuration, Gamification & Engagement, Moderation Planning and SSO & Integration set-up. During these working sessions, HLV will work together with Subscriber to assist with community set-up and provide guidance on best practices.
General Terms:
All services will be performed by HLV remotely. Subscriber acknowledges that HLV may provide the Implementation services from any location.
Services will be performed from Monday through Friday during HLV’s regular business hours at the location where the Implementation services are performed. Alternative arrangements must be mutually agreed upon, in writing, by both the Subscriber and HLV and may require an additional fee. Subscriber will provide HLV with no fewer than two (2) business days’ notice for any scheduled meetings. HLV will make exceptions on a case-by-case basis.
Delays:
HLV 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. Subscriber acknowledges that full participation is required to advance through each Project Phase and failure to do so may result in an extended timeline. If such delays extend beyond the Implementation Period, HLV reserves the right to charge an additional fee to commit additional Personnel to assist Subscriber with the Implementation.
Out of Scope Services:
The parties acknowledge and agree that the activities listed below are, without limitation, outside the scope of Implementation and are not provided by HLV as part of this Implementation package. If 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, 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, HLV 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, will commence work. HLV reserves the right to decline any change request in its sole discretion.
Services considered out of scope for this Implementation are any services not listed on this Implementation Services Description. Unless otherwise notes, the following are examples of out-of-scope services:
- 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