Vanilla Strategic Services

Scope of Service

Strategic Services focuses on your most important issues and activities week-to-week and month-to-month. Higher Logic on behalf of its wholly owned entity Vanilla may provide services across a range of components related to the Subscriber’s Online Community as described below.

Managed Services
Project Milestone	Estimated Timeframe/Medium
Community Management	Discussion Thread Moderation – monitor conversations in Subscriber Community, removing inappropriate content, responding to concerns or points of contention, encourage engagement through posting starter questions and enforcing terms of use.
Community moderator email inbox management	Twice a day review (opening and closing of the business day) beginning on the community’s Go Live Date and continuing through the duration of the contract cycle.
Community Moderation Reviews	As determined by Subscriber. Recommended timeline: 3 months after the community’s Go Live Date and to recur on an up to quarterly basis throughout the duration of the contract cycle.

Community Moderation Package Services – Points of Contact 

Higher Logic:

• Higher Logic Community Moderator Higher Logic will designate a single point of contact to serve as Community Moderator and primary point of contact through the duration of the Community Moderation Package Services (the “Higher Logic Community Moderator” or “HL Moderator”). Higher Logic may, at its discretion and upon notice to the Subscriber, reassign or change the Higher Logic Community Moderator at any point throughout the Community Moderation Package Services. 

Subscriber:  

• POC Subscriber will assign a single point of contact (“POC”) to function as Subscriber’s project coordinator and will serve as the primary channel of communication throughout the delivery of strategic services.  POC will work directly with the HL Community Moderator to coordinate internal efforts of the Subscriber’s stakeholders and departments. The POC will provide feedback and approval on the deliverables included in the service package, including but not limited to: the community moderation settings, community moderation escalation pathways and processes, community terms and conditions development, and participation in the virtual meetings.  
• POC Commitment During Community Moderation Package Services:  Approximately 1-3 hours per week during the Community Moderation Planning phase of the project and approximately 1-3 hours per month during the Community Moderation phase of the project. 
• Community Manager: The POC will designate a single point of contact to function as the Subscriber’s Community Manager as set forth below (the “CM”). The CM will work directly with the HL Community Moderator to coordinate the efforts of the Subscriber’s stakeholders and departments. The CM will be responsible for executing on tasks aligned to the  organization’s community strategy and roadmap, including but not limited to: community strategy and community management. 
• Community Manager Commitment During the delivery of the Community Moderation Package Services: Approximately 1-3 hours per week during the Community Moderation Planning phase of the project and approximately 2–4 hours per week during the Community Moderation including, but not limited to moderation of any additional communities, managing the community launch, community engagement content calendar design and execution, community engagement tactic deployment, and automation rule design and configuration. 
• Subscriber Membership Stakeholder(s):  The POC may identify certain Subscriber Membership Stakeholder(s), either a team or individual responsible for collaborating with the POC and the Subscriber’s Community Manager to provide input into the moderation settings and escalation pathways. 
• Subscriber Membership Stakeholder(s) Commitment During the delivery of the Community Moderation Package Services:  Approximately 1-3 hours per week during the Community Moderation Planning phase of the project and 1-2 hours per quarter during the Community Moderation phase of the project consisting of  provide inputs regarding community moderation settings, community moderation escalation pathways and processes, and community terms and conditions, and participation in the quarterly virtual meetings. 

Community Moderation Package Services – Subscriber Delays: 

Higher Logic reserves the right to reassign resources, reschedule and/or re-prioritize the Community Moderation Package Services or any milestone related to the Community Moderation Package Services in the event that Subscriber is not responsive and/or in the event that the Subscriber requests a delay of the Community Moderation Package Services.  For the avoidance of doubt, any delay in Online Community Implementation may, as set forth above, delay the Community Moderation Package Services. 

Community Moderation Package Services –  Assumptions: 

• The HL Community Moderator will not communicate with the Subscriber Membership Stakeholder Team via the organization’s internal intranet or chat (ex: Slack, Skype).  
• In the case of a user escalation that requires a phone call to a user, the phone call outreach will be conducted by the designated Customer POC, Community Manager, or Community Stakeholder at the organization. 
• If the HL Community Moderator is to be end-user facing, customer will furnish the Community Moderator with an email address on organization’s domain and/or a user record on the organization’s AMS/CRM database. 
• In cases of advanced moderation, HL CM will need an internal point of contact to serve as the primary moderator who will make the final decision on approval or rejection of moderated posts (ex. HIPPA, anti-trust). 
• The HL Community Moderator’s name and email address will not be listed as the “send-from” on automation rule emails or listed as the “community manager” on the community platform. 
• The POC will manage the recruitment and training of any additional moderators of the additional communities. 
• 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 day’s notice for any scheduled meetings.  Higher Logic will make exceptions on a case by case basis. 

Community Moderation Package Services – Out of Scope Services: 

The parties acknowledge and agree that the tasks and activities listed below are, without limitation, outside the scope of the Community Moderation Package Services and are not provided by Higher Logic as part of the Community Moderation Package Services.  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 such additional  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 an order form detailing the Change Request Services, will commence work.  Higher Logic reserves the right to decline any change request in its sole discretion. 

Services considered out-of-scope for the Community Moderation Package Services include but are not limited to the following: 

• The Higher Logic Community Moderator will be focused on the online space that will have the highest impact for the greatest number of end users, which are the five (5) communities determined by the POC. In cases where more moderation is required, the Higher Logic Community Moderator will provide high level guidance to the Subscriber Membership Stakeholders that can be extended across many smaller forums, and the planning, execution, and moderation of the additional communities will be owned by the Subscriber Membership Stakeholders. 
• Development of community strategic plan, community roadmap, or success metrics/key performance indicators for the online community. 
• Conducting Community Health Reviews 
• Impact reports on community health or engagement 
• Conducting interviews with internal staff members. 
• Email, video, screen sharing, or phone support including, but not limited to, sharing engagement tactics, industry recommendations, guidance on Higher Logic’s features and functionality, or technical support beyond the moderation escalation pathways designated in the Internal Staffing Plan [Escalation Matrix]. 
• Recruitment or management of Community Ambassadors or additional Community Moderators. 
• Design or execution of a community engagement content calendar 
• Automation rule customization, design, or configuration, including but not limited to emails, ribbons/badges, security group 
• System messages design or configuration 
• Management of the community re-launch, including but not limited to seed content, beta-testing, community welcome messages, automation rule customization and configuration for emails and ribbons/badges 
• Collection, creation, or management of presentations or resources for events or conferences. 
• Promotion of an event or conference in external channels (ex: newsletter, social media outreach), including any content creation about the online community, the development of presentations about the community to feature at an event or conference 
• Coordination, management, or facilitation of any online community meet-ups at an event or conference 
• Design, management, or configuration of Ads on Higher Logic’s community platform, including ads in digests, discussion posts, or the site. 
• Managing the manual subscription of users to email digests. 
• Custom design or creation of User Onboarding resources, including but not limited to New User Getting Started videos or guides 
• Custom design of automation rule ribbons or badges. 
• Content User support, including but not limited to email, phone, video, or screen-sharing support. 
• A/B testing of automation rule email campaigns or webpages 
• Migration of Data or Content 
• Delivery or design of Custom Trainings for staff members or content users. 
• Management, end-user support, administration and facilitation of any and all applicable add-on modules, including but not limited to Microsites, Volunteer Manager, Mentor Match, Nested Communities, Group Manager, Events Manager, Workspace, Marketing Automation, Email Marketing, et cetera, except when outlined within the Agreement’s Scope of Services, or outlined within a separate Services agreement. 
• Participation in internal meetings with the customer’s organization outside of the designated virtual meetings for the purpose of managing the community, including but not limited to staff meetings or board meetings. 
• Graphic design, site redesigns, ad creation, web design, email design, carousel updates, webpage layouts, widget configuration, site navigation, UX, or other major visual updates to your Higher Logic platform, unless outlined within the Agreement’s Scope of Services, or outlined within a separate Services agreement. 
• Marketing material creation, including Newsletter emails, graphic design, social media posts, one-pagers, infographics, or PDF’s for the purpose of promoting the community, including the use of 3rd party tools (ex: Mailchimp, Venngage). 
• Conducting original research studies, including but not limited to the creation of customer white papers or the production of original research reports. 
• Custom software development requests, platform enhancements or add-on functionality (ex: Javascript). 
• Operating out of third-party support or product management software such as ZenDesk or Jira. 
• Selection, coordination and contracting with third-party vendors. 
• Management or use of the organization’s AMS/CRM. 
• Business dealings, negotiations or material creation for the Subscriber’s internal department, investor or vendor meetings (ex: board meetings).  
• Custom metrics or key performance indicator dashboard creation, custom reporting, custom data visualization (ex: infographic), or the management of third-party analytics tools (ex: Google Analytics, Google Tag Manager, Adobe Tag Manager). 
• Custom creation of videos, including marketing videos, screencasts, recordings of site demos, or delivery of webinars. 
• Custom creation of customer-specific support manuals (ex: Playbooks, Handbooks, Toolkits, Guides) with operating procedures on Higher Logic features or functionality.  
• The design, administration, configuration or synthesis of results from polls, including Higher Logic’s Polls, or third-party survey tools (ex: SurveyMonkey). 
• The facilitation of user interviews or user focus groups.  
• Support ticket submission on behalf of the customer: Subscribers are granted access to Higher Logic’s Online Support Portal and have full access to a ticketing system and escalation paths.   
• Website page content migration 
• Product changes/ enhancements 
• Changes to the integration after implementation (adding demographics, changing SSO, modifying security groups). 
• Hiding, archiving, or deleting communities that the POC determines to be no longer relevant to the organization. 
• Creating or modifying community types 
• Design, maintenance, and execution on a tagging taxonomy to organize resources, including the application of tags to any resources and discussion posts. 

Community Moderation Package Services – Payment: 

Payments as set forth in the attached Order Form. 

 

Definitions: 

Community Moderation Planning Definitions: 

• Community Moderation Kickoff Call: The HL CM will conduct a 60-minute virtual meeting with the Subscriber Membership Stakeholder team in order to review the strategic services package, provide an overview of the community moderation process, and determine the timeline and owners for the next steps to launch moderation in the community. 
• HL CM user record in AMS/CRM and/or organization’s domain email address: If the HL CM is to be end-user facing, customer will furnish the Community Moderator with an email address on organization’s domain. If the online community is integrated with the organization’s database (AMS/CRM), the organization will provide the HL CM with a user record with their Higher Logic email address. 
• Community Terms and Conditions set-up:  The POC will coordinate the review and approval process of the Community Terms and Conditions with the organization’s legal team. The HL Community Moderator will make the requested updates to Terms and Conditions provided on the Higher Logic platform, based on the content provided by the POC. 
• Community Moderation Settings:  The POC will provide preferences and approval on the Community Moderation settings for the community’s launch (ex: select Watch Words). The HL CM will set up the community moderation preferences based on the approval and input from the POC. 
• Internal staffing support plan [Escalation Matrix]:  The HL CM will provide an Escalation Matrix Template to capture the POC’s preferences for community moderation escalations, how to manage users’ questions that come in via the community manager email inbox and designate internal owners for any additional communities other than the five (5) communities that the HL CM will be moderating. The POC will manage the completion of the Escalation Matrix in collaboration with the Subscriber Membership team.  

• Moderation Plan for Users’ Violations of the Community Terms and Conditions: The HL CM will draft a 3 strikes policy for managing communicating to users if there is a violation of the community terms and conditions The POC reviews and approves the 3 strikes policy and communications plan. 
• Community Moderation Launch Review call: The HL CM will review the finalized Moderation processes outlined in the Moderation of your Higher Logic Community Toolkit; confirm the set-up of the Community Terms and Conditions; confirm the moderation settings for the  community; and confirm the escalation pathways outlined in the Internal staffing support plan. 

Community Moderation Definitions: 

• Community moderation: The HL CM will conduct a twice daily review (opening and closing of the business day, during Higher Logic business hours) of the online community’s moderation queue for up to five (5) communities including up to  50,000 total subscribed users. The HL CM will respond to or escalate user requests for support following the processes outlined in the Escalation Matrix; monitor the daily digest emails settings for up to five (5) communities and review the content of the daily digests for violations of the community terms and conditions, and mark content as inappropriate, if the content violates the terms and conditions; update the moderation settings for the five (5) communities based on the preferences shared by the customer point of contact.  

• Private Admin Community: The HL CM creates and maintains an invitation-only, private community on the customer’s Higher Logic online community platform for the purpose of centralizing written communications and resources (ex: Powerpoints) between the HL CM and the Subscriber Membership Stakeholders throughout the duration of the strategic services package (*dependent upon the provisioning of the community platform). 
• Community moderator email inbox management: By customer request, the HL CM will monitor the email inbox for the domain-specific email address provided by the organization at the opening and closing of the business day, respond to community members’ emails within 2-3 business days or forward the users’ emails to the internal staff members with the pathways designated in the Escalation Matrix. 
• Community Moderation Reviews: By customer request, the Community Moderation Reviews will be conducted virtually by the HL Community Moderator with the Subscriber Membership Stakeholder team; the meeting may begin 3 months after the Go Live date, last 30-60 minutes, and may occur on an up to quarterly basis depending on the needs of the customer and phase of the project. The POC will coordinate schedules for the Subscriber Membership Stakeholder team, participate in the community moderation review meeting, and provide updates on organizational staffing structure that may have changed since the Community Moderation Launch Review call that may impact the Escalation Pathways.