Services Description – Community Strategy & Management Services
Introduction
This Services Description (the “Services Description”) sets forth certain strategic services provided by Higher Logic with respect to the Community Strategy & Management Services referenced on the Order Form (referred to below as the “Community Strategy & Management Services”). 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 “Master Subscription 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, 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 among the Order Form, this Services Description and the Master Subscription Agreement, the terms of the Master Subscription Agreement shall prevail.
Scope of Services:
Higher Logic will provide certain services related to the Subscriber’s Online Community as set forth below. The engagement phases, scope, and all included deliverables will be defined below.
Strategic Services Engagement Approach
The Community Strategy & Management Services will adhere to a phased delivery model and will consist of activities set forth below in the Delivery Framework section. For the avoidance of doubt, the Community Strategy & Management Services will begin upon Subscriber’s execution of the Order Form which references the “Community Strategy & Management Services” and upon Subscriber’s confirmation of readiness to start the Community Strategy & Management Services.
Engagement Roles & Responsibilities
The following roles and responsibilities required for this project for both the Subscriber and Higher Logic are outlined below.
Higher Logic Team
Higher Logic will provide people resources throughout the Community Strategy & Management Services. The resources assigned to the roles described in the table below will provide the services and deliverables outline in the services description.
| Higher Logic Roles | Responsibilities |
| Higher Logic Strategic Consultant (“HL Consultant,” or “Community Strategist”) | The Strategic Consultant will provide ongoing strategic planning and engagement strategy advisory services. |
| Higher Logic Community Manager (“HL CM”)
|
Higher Logic will designate a Community Manager and primary point of contact through the duration of the Community Strategy & Management Services. The Higher Logic Community Manager will provide day to day execution support for engagement programs. |
| Higher Logic Premier Support Representative
|
Higher Logic will designate a point of contact to serve as the Support Representative and primary point of contact for the subscriber’s Support cases. The Support Representative will be responsible for addressing the subscriber’s Support cases and conducting monthly check-ins to review outstanding items. |
Higher Logic may, at its discretion and upon reasonable notification to the Subscriber, reassign individuals in any of the roles listed above.
Subscriber Team
The Subscriber will provide people resources as listed below to deliver required inputs. In the event of a change to a key resource, the client will provide Higher Logic with reasonable notification to ensure a resource transition occurs. The Subscriber and Higher Logic may supplement the resources and roles as necessary to ensure project completion.
| Subscriber Roles | Responsibilities |
| Point of Contact (“POC”)
|
Subscriber will designate a single point of contact (the “POC”) to facilitate communication during the engagement. The POC will remain the single point of contact for all required Subscriber planning and approvals related to the Community Strategy & Management Services. |
| 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 Higher Logic Community Manager to assess the Online Community, provide inputs regarding Online Community strategy and content. As directed by the POC, they may provide inputs and will have the responsibility to develop a basic level of understanding of the Online Community’s features and functionality. |
Key Activities and Deliverables
Strategic Planning
Higher Logic’s Community Strategist and Community Manager will facilitate an annual strategic planning cycle with Subscriber stakeholders. Planning includes data gathering and preparations activities as well as a live (virtual) Community Strategic Planning Workshop where the Subscriber team will align around goals and execution plan for their community.
The activities and deliverables for the Strategic Planning workstream are outlined below:
| Activities | Deliverables | Typical Timeline |
|
Note: Each deliverable list above will be refreshed and updated after mid-year review. |
Initial planning cycle within 8-10 weeks of Execution of the Order Form and each anniversary thereof. Mid-year reviews completed 5-7 months after Community Strategic Planning Workshop. |
Deliverable Descriptions
The following defines each deliverable in this workstream:
| Deliverable | Description | Format |
| SWOT Analysis | Summary of research findings about the organization and current community efforts in SWOT format (strengths, weaknesses, opportunities, and threats) | Presentation |
| Community Strategic Plan | An overview of organization’s goals for the community, and how they map to organizational strategic goals. A summary of the 6-month community roadmap that will drive achievement of those goals. | Presentation |
| 6-month Community Roadmap | The tactics, organized by month, to employ over the next 6-months to achieve the business goals outlined in the Community Strategic Plan. | Online planning tool |
| Project Plan | Detailed outline of tasks with designated owners and timelines required in order to deliver upon the Community Roadmap. | Online planning tool |
Subscriber’s Responsibilities
- Designate the main point of contact and identify the membership stakeholder team.
- Provide access to staff and members for surveys and interviews as necessary, including access to user contact information (e.g. email addresses).
- Provide access to organizational background information, including but not limited to the Subscriber’s existing strategic plan, organizational charts, marketing content calendar, etc.
- Confirm logistics for the Workshop, including but not limited to the participants, date, time, and location.
Assumptions
- The Strategy Planning Workshop is a required step in the community strategic planning process. The workshop will be facilitated by a Higher Logic Community Strategist and Community Manager.
- The Strategic Planning Workshop can take place virtually (via online meeting), at the Subscriber’s offices, or at Higher Logic’s offices in Arlington, VA based on Subscriber’s preference.
- All members of the Subscriber’s Membership Stakeholder Team will participate in the Workshop.
- The Workshop may last between 2-4 hours depending on the needs of the Subscriber and the phase of the community’s maturity.
- The Mid-Year Strategic Review will be conducted virtually by the HL Community Strategist and Community Manager. The POC will coordinate schedules for the Subscriber Membership Stakeholder(s), participate in the virtual strategic review meeting, and provide updates on Subscriber’s organizational strategic priorities that may have changed since the Strategic Planning Workshop.
Advisory & Analytics
Higher Logic’s Community Manager and Community Strategist will conduct regular review of progress towards goals outlined in the strategic plan.
The activities and deliverables for this workstream are outlined below:
| Activities | Deliverables | Typical Timeline |
|
|
Ongoing monthly or quarterly as outlined. |
Deliverable Descriptions
The following defines each deliverable in this workstream:
| Deliverable | Description | Format |
| Community Health Review | A monthly scorecard for up to three (3) communities which identify areas that are exceeding, meeting, or lagging the metrics of success outlined in the community strategic plan along with recommended actions and adjustments. | Presentation |
| Community Impact Report | An executive summary of progress towards achieving the goals outlined in the community strategic plan and roadmap. Delivered up to one time per quarter. | Presentation |
Subscriber’s Responsibilities
- Subscriber POC will request Community Impact Report Executive Review meetings as desired by executives.
- The Subscriber POC will coordinate schedules for the Subscriber Membership Stakeholder(s), participate in the virtual review meetings. The Higher Logic Community Strategist and / or Community Manager will participate in these meetings.
Assumptions
- Monthly and/or quarterly review meetings are held virtually via an online meeting.
- Monthly Community Health and Impact Report Reviews are typically 60 minutes in duration.
- The first Community Health Review will be compiled within four (4) weeks of the Go Live Date for new subscribers, or at the end of the first calendar month, whichever occurs first.
- The first Community Impact Report may be delivered within 3 months after the Go Live date and no more than quarterly through the end of the contract cycle.
Engagement
Opportunities to learn more about leveraging the Higher Logic product.
The activities and deliverables for this workstream are outlined below:
| Activities | Deliverables | Typical Timeline |
|
|
Within three (3) months of the contract start date and no more than quarterly throughout the contract cycle. Super Forum registration will be provided one (1) time per year, ahead of the annual event. |
Deliverable Descriptions
The following defines each deliverable in this workstream:
| Deliverable | Description | Format |
| Super Forum Registration access | The subscriber will receive two (2) complimentary registrations to Higher Logic’s Super Forum. | Online registration tool |
Subscriber’s Responsibilities
- The Subscriber POC and Subscriber Membership Stakeholder(s) are encouraged to attend and participate in the quarterly events.
- The Subscriber POC will be responsible for completing Super Forum registration.
Assumptions
- The Subscriber will only be invited to attend the Product Focus Group after the Implementation Go-Live date.
- The Subscriber will receive two (2) complimentary Super Forum registrations; any additional registrants will be paid for by the Subscriber.
Community Management
Ongoing management and execution of engagement tactics to support the strategic plan.
The activities and deliverables for this workstream are outlined below:
| Activities | Deliverables | Typical Timeline |
|
|
After the completion of the Strategic Planning workshop and ongoing throughout the duration of the contract cycle. |
Deliverable Descriptions
The following defines each deliverable in this workstream:
| Deliverable | Description | Format |
| Launch Toolkit & Project Plan
|
Instructions and examples to guide the four (4) weeks leading up to the Go-Live Date (outlined in the Implementation SOW) | Presentation and online planning tool |
| Private Admin Community
|
Private community on the Subscriber’s Higher Logic online community platform for the purpose of centralizing written communications and resources between Higher Logic and Subscriber team members. | Online Community Platform |
| Internal Staffing Support Plan (Escalation Matrix)
|
Template to capture the POC’s preferences for community moderation escalations and designate internal owners for any additional communities other than the three designated communities. | Spreadsheet |
| Seed content collection and posting schedule
|
Content from users to populate the site with engaging content before and after the Go Live date of the three (3) designated communities. The HL CM will manage the collection, editing, and posting process. | Online planning tool & Spreadsheet |
| Beta-testing Community Management
|
The recruitment of Early Adopters, creation of the Early Adopter community; posting a list of tasks for Early Adopters to complete; capturing a summary of the Early Adopters’ feedback; archiving the Early Adopter community at the end of the beta-testing period. | Online planning tool & Online community |
| Community Launch Messaging templates
|
Templates for community welcome announcement discussion posts, examples of “coming soon” messages to promote the launch of the community in external channels, such as email Newsletters or social media, and provide recommendations on timing for sending and posting the community launch announcements and community welcome posts. | Presentation |
| Community Content Calendar
|
Creation, maintenance, and execution of a monthly content calendar for the three (3) designated communities. The HL CM will deliver at least 1 and up to 4 discussion posts or announcements per month, per community. | Online planning tool |
| Automation rule emails
|
Selection, customization, and scheduling of up to five email automation rule emails from the email templates provided within the platform (e.g. New Member Welcome sequence) to schedule for the purpose of increasing user engagement in the three designated communities.
Monthly review of the conversion rates for the scheduled automation rule emails and recommendations for how to increase the conversion rates. Revision and/or scheduling of up to five email automation rule emails (e.g. New Member Welcome) per month. |
Online planning tool & Online Community Platform |
| Automation rule ribbons/badges
|
Selection and scheduling of up to five email automation rule ribbons/badges (ex: Early Adopter) per month. | Online planning tool & Online Community Platform |
| Project Plan & Management: Volunteer/Advocacy Manager; Mentor Match; Ideation | Upon Subscriber request, the HL CM will:
|
Online planning tool & Online Community Platform |
| Project Plan & Management: Microsites | Upon Subscriber request, the HL CM will:
|
Online planning tool & Online Community Platform |
Subscriber’s Responsibilities:
- Subscriber will furnish the Community Manager with an email address on Subscriber’s domain. If the online community is integrated with the Subscriber’s database (AMS/CRM), the Subscriber will provide the HL CM with a user record with their Higher Logic email address.
- The POC will manage the completion of the Escalation Matrix in collaboration with the Subscriber Membership Stakeholders.
- Subscriber will provide seed and beta user contact information to the HL CM (typically 200-500 users).
- Subscriber will manage all creation, customization, and approval of communications copy.
- The POC will facilitate approval on topics, content, and timing of the posts by the HL CM.
- The POC will facilitate approval of configuration and content for automation rule emails and approval of automation rule ribbons/badges.
- The subscriber is responsible for the custom design of ribbon and badge graphics. The HL CM may upload any custom ribbons or badges provided by the Subscriber onto the platform.
- The POC will provide copy for Volunteer Opportunities with at least three (3) business days’ notice for the HL CM to create the Volunteer Opportunities.
- Subscriber is responsible for reviewing, accepting, and declining all applications in Volunteer/Advocacy Manager and Mentor Match.
- Subscriber is responsible for updating idea statuses in the Ideation module.
- The Subscriber is responsible for the design, UX, etc. of the organization’s microsites.
- The Subscriber is responsible for providing the ad images for cross-site ads.
Assumptions
- Community Management
- The Higher Logic Community Manager’s planning and execution will be solely focused on the Open Forum or Primary topic community online space as well as up to two (2) additional community spaces as identified by Subscriber.
- Subscriber may choose for HL CM to manage Volunteer / Advocacy, Mentoring, or Ideation communities as one of the three (3) designated communities under management.
- In cases where more segmentation is required, the Higher Logic Community Manager may, at their discretion, provide high level guidance to the POC or Subscriber Membership Stakeholder(s) that extends across smaller forums. All planning and execution will be the sole responsibility of the Subscriber Membership Stakeholder(s). Alternatively, the Subscriber may purchase additional units of community management services to manage these communities.
- Modules
- Higher Logic will provide strategy, management, and end-user support of up to two (2) add-on modules, including: Microsites, Volunteer Manager, Mentor Match, and Ideation.
- The following modules are out of scope for this engagement unless otherwise outlined within the Agreement’s Scope of Services, or when outlined in a separate Services agreement: Nested Communities, Group Manager, Events Manager, Workspace, Marketing Automation.
Premier Support
The Higher Logic Premier Support service provides customers with a designated point of contact for issue oversight and advocacy within Higher Logic as well as an enhanced response SLA.
The activities and deliverables for this workstream are outlined below:
| Activities | Deliverables | Typical Timeline |
|
|
Ongoing throughout the duration of the Strategic Services engagement (after initial community launch) |
Deliverable Descriptions
The following defines each deliverable in this workstream:
| Deliverable | Description | Format |
| Monthly open case reports | A summary of the Subscriber’s open cases, status updates, and suggested workarounds. | Presentation |
Subscriber’s Responsibilities:
- Subscriber will leverage the Support Center Knowledge Base as needed.
- Subscriber will submit support tickets for their organization. Higher Logic will have the Subscriber’s account set up as a premier support account in our systems and will route the case to the Premier Support Representative.
Assumptions
- Higher Logic Premier Support provides governance and increased responsiveness over standard support SLAs. The Enhanced Response SLA can be found here.
- In the case of a user escalation that requires a phone call to a user, the phone call outreach will be conducted by the Subscriber POC or Subscriber Member Stakeholder at the organization.
Key Dependencies: Technical & Engagement Considerations
Subscriber acknowledges that, because certain Community Strategy & Management Services may take place in parallel to, and/or be dependent upon, Subscriber’s timely Online Community Implementation, unless otherwise agreed upon during the Kickoff Call, Online Community Implementation will 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 Platinum Services if that date is after the Kickoff Call). The Subscriber acknowledges and agrees that any delay in Online Community Implementation may impact Subscriber readiness and delay the Community Strategy & Management Services.
Engagement Assumptions
Higher Logic Community Managers will not communicate with Subscriber points of contact via the Subscriber’s internal intranet or chat (ex: Slack, Skype).
Any travel, meals, and accommodation expenses for onsite visits, if any (ex: Strategic Planning Workshop), will be paid by the Subscriber. Higher Logic will work with Subscriber to ensure flights and hotels are booked with Subscriber’s preferred providers (where applicable) and within reasonable rates.
All services will be performed by Higher Logic remotely. Subscriber acknowledges that Higher Logic may provide the Community Strategy & Management 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.
The Subscriber is expected to enroll and consume Higher Logic’s on-demand training resources to adequately onboard. Subscriber may in its sole discretion register for additional training, including but not limited to: live public training, distance learning training, webinars, on-demand learning, learning paths, custom private on-site training available at Higher Logic’s then current rates.
Higher Logic reserves the right to reassign resources, reschedule and/or re-prioritize the Community Strategy & Management Services or any milestone related to the Community Strategy & Management Services in the event that Subscriber is not responsive and/or in the event that the Subscriber requests a delay of the Community Strategy & Management Services. For the avoidance of doubt, any delay in Online Community Implementation may, as set forth above, delay the Community Strategy & Management 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 Strategy & Management Services and are not provided by Higher Logic as part of the Community Strategy & Management Services. If 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, at its sole discretion, provide such additional services under a time and materials (T&M) fee of $200 per hour. If requested, 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.
Services considered out of scope for Community Strategy & Management Services include but are not limited to the following:
- Technical:
- Subscriber’s Online Community implementation
- Website page, data and/or content migration
- Custom software development requests, platform enhancements or add-on functionality (ex: Javascript)
- Management or use of the organization’s AMS/CRM
- Product changes/ enhancements
- Integration changes (e.g. adding demographics, SSO changes, security groups)
- Community Management:
- Creation and ongoing management of a content calendar, engagement tactics, and moderation for committee communities, boards, governance, specialty groups like workshops or small events (unless designated as one of the three primary communities).
- Management of events and all related content creation, including but not limited to:
- Presentations or resources for events or conferences
- Event promotion
- Coordination, management, or facilitation of any online community meet-ups at an event or conference
- Management of an event of conference community, unless it is designated as one of the three primary communities.
- 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)
- Maintenance and execution on a tagging taxonomy to organize resources, including the application of tags to any resources and discussion posts
- 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 Subscriber-specific support manuals (ex: Playbooks, Handbooks, Toolkits, Guides) with operating procedures on Higher Logic features or functionality.
- Design:
- Design of any graphical elements of the community site or communications, including but not limited to, ad creation, email design, carousel updates, onboarding resources/guides, and automation rule ribbons or badges.
- Other:
- Delivery or design of Custom Trainings for staff members or content users
- Participation in internal meetings with the Subscriber’s organization outside of the designated virtual meetings for the purpose of managing the Online Community, including but not limited to Subscriber’s staff meetings or board meetings
- Business dealings, negotiations or material creation for the Subscriber’s internal department, investor, or vendor meetings (ex: board meetings)
- Selection, coordination, and contracting with third-party vendors
Payment
Payment as set forth in the Order Form.
