Higher Logic Thrive Product Offerings Implementation

Definition of Services:

The Services Descriptions set forth below describe certain standard implementation services provided by Higher Logic related to the Subscriber’s Higher Logic Thrive Product Offering as set forth below (the “Implementation”). These services consist of Higher Logic Thrive Community, Higher Logic Thrive Marketing, or the services defined for the full Higher Logic Thrive Platform that includes Member Management. Subscriber’s Order Form will reference the specific product Implementation to be provided by Higher Logic as set forth below.

Higher Logic Thrive Community Services Definition:

This service is aligned with the product SKU Higher Logic Thrive Community and includes a baseline community configuration with discussions, analytics, automation, events, and libraries.

Higher Logic Thrive Marketing Services Definition:

This service is aligned with the product SKU Higher Logic Thrive Marketing and includes scalable marketing communications tools with email, deliverability, templates, personalization, and campaigns.

Higher Logic Thrive Platform Services Definition:

This service is aligned with the product SKU Higher Logic Thrive Platform and includes Higher Logic Thrive Community and Higher Logic Thrive Marketing complete with Member Management solutions including membership subscriptions, member renewals, discounting, Stripe Integration, OIDC Identity Server and Reporting.

Implementation:

The Implementation will consist of the activities set forth below in the Project Phase 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”). Subscriber will designate a single point of contact to facilitate communication and/or escalations during the Implementation as more fully described below.

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 Platform and Membership Stakeholder(s): The primary decision makers regarding how the platform is leveraged for users , the content users are consuming, and how the platform serves as a benefit to the end users and the organization. This group shares the responsibility to learn the administrative management tasks associated with managing the platform.
• Subscriber Marketing/Design Stakeholders: Responsible for design Implementation and any customizations to look and feel within the platform. This may include a web design/graphics team, design partner, or POC capable of working with HTML, CSS, providing images, copy, and applying the branding guidelines of the organization to the platform.
• Subscriber IT and Data Stakeholders: Owners of the more technical aspects of the site set up. Depending on requirements, they may be involved with setting up features such as: SSO, API configuration, DNS and SSL configuration, email authentication, and user data management.

Project Phase:

Below is a sample of project phases related to each offering. Actual project phases may vary depending on Subscriber’s offering and business decisions. Project timelines are typically 2 to 4 months for implementation.

User Record Creation & Supported Integrations:

Higher Logic offers four mutually exclusive methods for user record creation and contact detail updates which are classified as either Basic or Standard Implementation options. Subscriber will leverage one of the following methods based on what options are applicable for products:

Basic Implementations
Basic implementations are the fastest options for implementation and include either Standalone “local” account creation and management or Upload via spreadsheet.

1. Standalone “local” account creation and management
   This offering is only applicable to Higher Logic Thrive Community.  Higher Logic provides more information on this option at:  https://support.higherlogic.com/hc/en-us/articles/5194572324116 
2. Upload via Spreadsheet method
   This offering is only applicable for Higher Logic Thrive Community and Higher Logic Thrive Marketing. Higher Logic provides more information on this option for Higher Logic Thrive Community at https://support.higherlogic.com/hc/en-us/articles/5194572324116 and Higher Logic Thrive Marketing at: https://support.higherlogic.com/hc/en-us/articles/5198693501332 and https://support.higherlogic.com/hc/en-us/articles/5194754870676

Standard Implementations
Standard implementations require a moderate amount of time for configuration in the product. Standard implementations include either Member Management as part of Higher Logic Thrive Platform or Standard Higher Logic supported integrations. Both typically require 6 to 8 weeks for completion.

1. Member Management as part of Higher Logic Thrive Platform
   This product offering is only available to Higher Logic Thrive Platform Subscribers and is not available for Higher Logic Thrive Community or Higher Logic Thrive Marketing.  Higher Logic provides more information on this option at:  https://support.higherlogic.com/hc/en-us/articles/5195164427028
   
2. Integrations
   Higher Logic offers standard integrations for Higher Logic Thrive Community as well as Higher Logic Thrive Platform and are listed at the following support site:  https://support.higherlogic.com/hc/en-us/articles/360058183111  Higher Logic offers standard integrations for Higher Logic Thrive Marketing Professional and are listed at the following support site:  https://support.higherlogic.com/hc/en-us/articles/5198387886996Higher Logic offers standard integrations for Higher Logic Thrive Marketing Enterprise and are listed at the following support site:  https://support.higherlogic.com/hc/en-us/articles/5197456418068The following items: Single Sign-On, Custom Domain, and Email Notifications Engine and functionality are solely related to Higher Logic Thrive Community and Higher Logic Thrive Platform.

Single Sign-On (SSO):

Higher Logic Thrive Community offers 2 different types of SSO: SAML and OAuth 2.0.  Subscriber acknowledges and agrees that the following prerequisites – which are necessary to support SSO – have been confirmed and satisfied by Subscriber prior to the integration:

Subscriber’s SSO is compatible with Higher Logic’s SSO (Standard OAuth 2.0 or SAML 2.0, or supported CRM/AMS integration’s native SSO). Please contact a Higher Logic staff member for more information about Higher Logic’s support SSO protocols and requirements.

Custom Domain:

Higher Logic Thrive Platform 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.

Email Notifications Engine:

Higher Logic will configure email notifications to send all outgoing emails with a Higher Logic owned or controlled domain name in the envelope/mail-from domain email headers. Higher Logic will adhere to GDPR compliance standards and integrate opt status information. Mail published from Higher Logic’s Online Community platform will be published from the connectedcommunity.org domain.

The following item (Email Authentication) and functionality are solely related to Higher Logic Thrive Marketing and Higher Logic Thrive Platform.

Email Authentication:

Higher Logic will provide the Subscriber best practices and assistance establishing sender authentication to assist with delivering messages to recipients’ inbox.  Subscriber is solely responsible for configuration of their DNS record.  These changes may require Subscriber’s IT professional’s assistance and is strongly recommended to be in place prior to launching messages.  Higher Logic is not an IT services company and is not responsible for updating Subscriber’s DNS records.

Subscriber Training:

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.

Delays:

Higher Logic reserves the right to reassign resources in relation to the project and 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 hourly fee. 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:

• Product changes, enhancements,
• Custom code, such as CSS, JavaScript, or HTML
• Custom Reporting
• Custom Integrations
• Custom Training
• CRM/AMS integration migration
• Content migration from existing community or Website page
• Configuration and design by Higher Logic (Subscriber is typically responsible for these activities)
• Custom design, custom templates, and full message and content creation by Higher Logic (Subscriber is typically responsible for these activities)
• 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
• Staging/Dev Environments
• Extraction, conversion, and import of content. Please see our data migration resource center for more details on additional services available.

Payment:

Payments as set forth in the attached Order Form.