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Services Description  – 
Vanilla Premier Implementation

Scope of Services: 

Higher Logic, LLC  on behalf of its wholly owned entity Vanilla Forum ULC (“HLV”) will provide a high-touch, collaborative implementation engagement designed to deliver deeper technical guidance, sustained technical involvement, and enhanced enablement for the Subscriber’s Vanilla Community on the HLV Vanilla platform (the “Implementation”). 

This tier is intended for organizations that wish to remain actively engaged in strategic and operational decision-making while benefiting from continuous access to HLV expertise across both functional and technical domains. 

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 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”). Subscribers will be assigned both an Implementation Advisor and a named Technical Resource who will remain involved throughout the  Implementation Period. These resources will provide ongoing consultation and technical guidance related to community architecture, configuration, authentication methods, and supported integrations. 

This Implementation includes comprehensive single sign-on (SSO) and integration consultation, hands-on Custom Widget Builder training, and limited custom build support using supported Vanilla functionality to accelerate time to value while maintaining alignment with the Vanilla product roadmap and supported capabilities. 

HLV 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 (the “POC”). 

Unless otherwise agreed upon during the Kickoff Call, the target launch timeline will be established during discovery and implementation planning based on Subscriber readiness, scope, and internal resourcing. Access to assigned resources beyond Implementation is at HLV’s sole discretion and may require a separate statement of work and additional fees. 

Project Phase: 

Phases  Activities  Estimated Timeframe 
Initiation & Discovery  • Project Kickoff Meeting  1–2 weeks 
Training & Working Sessions   • Core Vanilla platform overview 
• Category structure and primary navigation 
• Roles and permissions
• Style Guide and Layout Editor 
• Settings and Configuration 
• Moderation workflows
• Gamification		 3–4 weeks 
Technical Enablement & Consultation  • Assigned Implementation Advisor and dedicated Technical Resource
• End-to-end SSO consultation 
• Integration consultation sessions (up to three) 
• Custom Widget Builder training and hands-on working session 		 2–3 weeks 
 

 

Site Configuration & Build Support 

 • Four custom widgets built by HLV using supported Widget Builder functionality  
• Design consultation and homepage build-out  
• Advanced configuration walkthrough 		  

 

Subscriber driven 
Pre-Launch  • Launch readiness validation 
• Go-live planning and checklist review 		 1 week 
Launch  • Go-live support and execution  1 day (as determined by Subscriber) 
Transition to Support  • Post-launch transition meeting and next steps discussion  1 day (up to 30 days after go-live date) 

Subscriber Project Personnel Requirements: 

Project Owner / Point of Contact (POC): 

Subscriber will assign a single point of contact (“POC”) to function as the project coordinator and primary channel of communication throughout the Implementation. The POC will work directly with HLV to coordinate internal stakeholders, provide timely decisions, and ensure project alignment. 

Subscriber Community Stakeholder(s): 

Responsible for validating community strategy, configuration decisions, content readiness, and long-term governance. These stakeholders are also responsible for learning and owning advanced administrative and moderation responsibilities. 

Subscriber Marketing / Design Stakeholders: 

Responsible for providing branding guidelines, creative assets, and design direction for all areas of the site outside of the homepage. HLV will provide homepage design consultation and build support only. 

Subscriber IT and Data Stakeholders: 

Responsible for execution and ownership of technical deliverables including SSO configuration, API development, and integrations. HLV will provide consultation, guidance, and limited build support as defined in this service tier. 

Single Sign-On (SSO): 

Vanilla Community supports multiple SSO methods, including SAML (cloud-only), OAuth 2, JWT (JSON Web Tokens), and jsConnect. This Implementation includes SSO consultation led by a HLV technical resource and is limited to advisory guidance for supported SSO methods. Notwithstanding any guidance provided by HLV, Subscriber remains solely responsible for SSO configuration and execution, including confirming compatibility of the available SSO options with Subscriber’s requirements.  

Integrations: 

This Implementation includes up to three (3) integration consultation sessions, each up to a maximum of sixty (60) minutes in duration, led by a HLV technical resource. Subscriber is responsible for all integration and API development, execution, and long-term maintenance unless otherwise explicitly defined in a separate statement of work. 

Integration consultation is limited to advisory guidance regarding supported Vanilla APIs, authentication methods, and general best practices. Consultation sessions do not include custom code development, field mapping execution, data transformation design, third-party system configuration, live troubleshooting of external systems, or ongoing integration management. 

Vanilla is not responsible for delays, failures, performance issues, or compatibility limitations arising from systems or services beyond Vanilla’s control.  

Custom Widget Builder: 

This Implementation includes:   

1) Widget Builder training, including a hands-on working session to familiarize Subscriber with the supported Widget Builder functionality;  

and 2) the configuration and deployment of up to four (4) custom widgets configured by HLV using supported Widget Builder functionality.  

Custom widgets will be configured based on mutually agreed requirements and must align with existing, supported Widget Builder functionality. 

For purposes of this Implementation, “Widget Builder functionality” refers exclusively to configuration and assembly of components using Vanilla’s supported, no-code/low-code Widget Builder framework within the existing interface. This does not include backend engineering, database modifications, new product feature development, unsupported API extensions, custom third-party integrations, or custom code outside of the supported Widget Builder environment.  

The four (4) custom widgets included in this Implementation are limited to initial configuration and deployment. Each widget includes one (1) revision cycle following initial delivery prior to launch. Additional revisions or modifications will require a Change Request. 

HLV does not provide ongoing maintenance, monitoring, performance optimization, compatibility updates, or future enhancements for custom widgets beyond initial delivery unless otherwise agreed in writing under a separate statement of work. 

Homepage Design & Build: 

This Implementation includes design consultation and configuration support for the Subscriber’s community homepage only, using supported Vanilla theming tools and Widget Builder functionality. Homepage design services are limited to layout configuration, placement of supported widgets, and application of Subscriber provided branding assets (such as logos, color palettes, etc.) within the constraints of the Vanilla platform’s supported theming capabilities. HLV will collaborate with the Subscriber to establish Subscriber’s requirements for the homepage experience.
For clarity, services under this section do not include custom front-end development, custom CSS beyond supported theming options, wireframing, UX research, copyrighting, accessibility remediation, or creation of new product functionality.  

Design services provided under this section are limited exclusively to the homepage. All design, layout, and visual customization for community pages outside of the homepage—including category pages, discussion pages, profile pages, and other site areas remain the responsibility of the Subscriber. 

HLV does not provide ongoing visual or UX design services beyond the homepage as part of this Implementation unless otherwise agreed in writing under a separate statement of work. 

Note that while your Vanilla POC can make recommendations for your homepage, the final determination and approval on how to proceed is fully in Subscriber’s control.  

Subscriber Training: 

HLV will provide comprehensive core platform training, advanced admin and moderator enablement, and configuration walkthroughs aligned to the Subscriber’s implementation goals. Subscriber will continue to have access to HLV documentation, training resources, and the academy. 

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. 

General Terms  

Delays: 

HLV reserves the right to reassign resources, reschedule, and/or re-prioritize the Implementation or any milestone in the event Subscriber is not responsive, does not meet readiness requirements, or requests a delay. 

Assumptions: 

  • All services will be performed remotely by HLV. 
  • Services will be performed Monday through Friday during HLV’s regular business hours. 
  • Subscriber has internal resources for SSO and integrations, with documentation guidance from HLV. 
  • Subscriber will provide no fewer than two (2) business days’ notice for scheduled meetings unless otherwise agreed. 
  • Implementation success is dependent on Subscriber participation, timely decision-making, and completion of Subscriber responsibilities. 
  • HLV may substitute assigned personnel with individuals of comparable skill and experience at its discretion. 
  • HLV staff will not communicate with Subscriber points of contact via the Subscriber’s internal intranet or chat (ex: Slack, Teams) unless mutually agreed upon. 
  • HLV does not guarantee any specific launch date, business outcome, user adoption level, engagement metric, or integration performance as part of this Implementation. 

 Out-of-Scope Services: 

The parties acknowledge and agree that activities not explicitly listed as included in this Implementation are outside the scope of this Implementation. Any request for additional services (“Change Requests”) may be reviewed by HLV and, if approved, delivered under a separate statement of work (SOW) at an additional cost. HLV reserves the right to decline any Change Request in its sole discretion. 

Examples of Out-of-Scope Services include, but are not limited to: 

  • Unlimited or ongoing custom development 
  • Custom backend or front-end development outside supported Widget Builder functionality 
  • Ongoing maintenance, updates, enhancements, troubleshooting, or support of custom widgets after initial delivery, including custom widgets built by HLV using the Widget Builder 
  • Ongoing or indefinite standing meetings such as weekly status or working sessions 
  • Custom code requiring engineering resources beyond the four included widgets 
  • Visual or UX design services outside the homepage 
  • Product changes or enhancements 
  • Experimental or unsupported configurations