Contents
SuperOffice Service Essentials
SuperOffice Marketing Essentials
Combination of plans for multi-plan users
SuperOffice add-on products – description
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- Classification of requests
- Premium support service levels
- Follow-up and reporting
- Additional value drivers
- General terms for SuperOffice support
SuperOffice Sales Essentials
With this plan you have all the essential tools you need to gain control of your sales pipeline, improve your sales productivity and manage relationships better.
This plan includes core features such as, contact management, GDPR and privacy features, subscription management, email integration, diary, video integration, document management, most find and selection capabilities including board view and dashboard tiles, send emails and Mobile CRM* which ensures a shared view of your customers, improves personal productivity and your collaboration across teams. Core to all plans are also access to our Help Center & Community with a range of digital learning resources, FAQ and the ability to ask and answer questions in forums. Also included are embedded Help documentation, web-based support and access to technical and API documentation.
In addition, your sales team will enjoy sales and opportunity management which includes the sales secretary feature, currency support, and sales forecasting capabilities.
SuperOffice Sales Premium
SuperOffice Sales Premium provides you with everything you need to manage your prospects from quote to close, so that you have plenty of time to focus on turning relationships into revenue.
This plan includes core features such as, contact management, GDPR and privacy features, subscription management, email integration, diary, video integration, document management, most find and selection capabilities including board view and dashboard tiles, send emails and Mobile CRM* which ensures a shared view of your customers, improves personal productivity and your collaboration across teams. Core to all plans are also access to our Help Center & Community with a range of digital learning resources, FAQ and the ability to ask and answer questions in forums. Also included are embedded Help documentation, web-based support and access to technical and API documentation.
In addition, your sales team will enjoy the full sales and opportunity management which includes the sales secretary feature, currency support, stakeholders, ability to create sales workflows (guide) and sales forecasting capabilities, the ability to create customized dashboards and use activity monitoring capabilities providing sales intelligence that let you turn insights into action. In addition, they benefit from the Quote management features such as creating quotes, product and pricelists, quote alternatives and versions, quote approval and quote documents. They will also enjoy the simple and effective project management capabilities such as project members, project workflows (guides) and the ability to define your own fields relevant to your projects.
SuperOffice Service Essentials
Manage all types of incoming customer service requests with ease and efficiency, and retain more happy customers using this plan.
This plan includes core features such as, contact management, GDPR and privacy features, subscription management, email integration, diary, video integration, document management, most find and selection capabilities, standard reports and dashboard tiles, send emails and Mobile CRM* which ensures a shared view of your customers, improves personal productivity and your collaboration across teams. Core to all plans are also access to our Help Center & Community with a range of digital learning resources, FAQ and the ability to ask and answer questions in forums. Also included are embedded Help documentation, web-based support and access to technical and API documentation.
In addition your customer service teams benefit from ticket management capabilities which includes the ability to define different categorization and ticket queues, creating your own fields relevant to tickets, find and creating selection of tickets, autoreply and reply templates as well as standard service dashboards and service statistics.
SuperOffice Service Premium
This plan gives you everything you need to support your customers with smart, streamlined and automated processes, while you focus on delivering great customer experiences.
This plan includes core features such as, contact management, GDPR and privacy features, subscription management, email integration, diary, video integration, document management, most find and selection capabilities, standard reports and dashboard tiles, send emails and Mobile CRM* which ensures a shared view of your customers, improves personal productivity and your collaboration across teams. Core to all plans are also access to our Help Center & Community with a range of digital learning resources, FAQ and the ability to ask and answer questions in forums. Also included are embedded Help documentation, web-based support and access to technical and API documentation.
In addition your customer service teams will benefit from the full ticket management capabilities which includes the ability to define different categorization and ticket queues, creating your own fields, find and creating selections of tickets, autoreply and reply templates, rule-based auto-assignment to agents, batch management of tickets, detailed change log, a SMS connector for Service, FAQ and Knowledge base, service statistics as well as standard and customized service dashboards. They will also enjoy the simple and effective project management capabilities such as project members, project workflows (guides) and the ability to define your own fields relevant to your projects.
SuperOffice Marketing Essentials
Get the tools you need to better target and effectively dispatch your marketing communication, as well as initiate meaningful conversations that convert into revenue.
This plan includes core features such as, contact management, GDPR and privacy features, subscription management, email integration, diary, video integration, document management, most find and selection capabilities, standard reports and dashboard tiles, send emails and Mobile CRM* which ensures a shared view of your customers, improves personal productivity and your collaboration across teams. Core to all plans are also access to our Help Center & Community with a range of digital learning resources, FAQ and the ability to ask and answer questions in forums. Also included are embedded Help documentation, web-based support and access to technical and API documentation.
In addition, users of the Marketing plan gain access to the full email marketing features; such as the ability to create and send personalized emails, subscription management, a free mailing template library and the ability to create your own mailing templates, a built-in free image library, responsive design capabilities, Google Analytics tracking, tracking of links, the ability to create custom actions on link-clicks, social media links, bounce management, spam complaints management, a SMS connector to send mass-texts, mailing reports and the ability to create custom dashboard reports. The Marketing users can also create and add online forms to any web page or email, enjoy the free form template library, add double opt-in and landing pages, manage consents (GDPR) via forms, as well as manage form submissions and add custom actions and workflows. They will also enjoy the simple and effective project management capabilities such as project members, project workflows (guides) and the ability to define your own fields relevant to your projects.
SuperOffice Marketing Premium
Take the marketing to the next level with the Marketing Premium plan, designed for teams that want to automate, scale and optimize their lead generation and communication efforts.
This plan includes core features such as, contact management, GDPR and privacy features, subscription management, email integration, diary, video integration, document management, most find and selection capabilities, standard reports and dashboard tiles, send emails and Mobile CRM* which ensures a shared view of your customers, improves personal productivity and your collaboration across teams. Core to all plans are also access to our Help Center & Community with a range of digital learning resources, FAQ and the ability to ask and answer questions in forums. Also included are embedded Help documentation, web-based support and access to technical and API documentation.
In addition, users of the Marketing plan gain access to the full email marketing features; such as the ability to create and send personalized emails, subscription management, a free mailing template library and the ability to create your own mailing templates, a built-in free image library, responsive design capabilities, Google Analytics tracking, tracking of links, the ability to create custom actions on link-clicks, social media links, bounce management, spam complaints management, a SMS connector to send mass-texts, mailing reports and the ability to create custom dashboard reports. The Marketing users can also create and add online forms to any web page or email, enjoy the free form template library, add double opt-in and landing pages, manage consents (GDPR) via forms, as well as manage form submissions and add custom actions and workflows. They will also enjoy the simple and effective project management capabilities such as project members, project workflows (guides) and the ability to define your own fields relevant to your projects. User can also build automated marketing workflows that responds to user behaviour, form submissions, or other triggers. Flow let you nurture leads, send follow ups, assign tasks, and update data, without manual effort. They can also automatically route qualified leads to the right sales reps on predefined rules. With UTM tracking users gain deeper insights into their campaign performance by tracking traffic source with UTM parameters.
Combination of plans for multi-plan users
Empower individual users or even all users with everything by combining more than one plan. By subscribing to more than one plan, the users gain not only access to not only view information but to use the capabilities available in the plan selected.
While all users within Sales, Service or Marketing have to be on the same plan, you can mix essentials and premium plans between Sales, Service and Marketing. For example, you may select Sales Premium and Service Essentials.
Whatever combination you choose, the multi-plan users will have full use of the capabilities available in the selected plans.
Users of multiple plans will get a reduced price on plan 2* and 3**.
* For users of 2 plans, the subscription price is reduced by approximately 50% on the lowest priced plan, depending on what price plans are combined.
**For users of 3 plans, the price is reduced by approximately 70% on the lowest priced plan and by approximately 50% of the second lowest priced plan. The final discount levels depend on what plans the user wants to combine. Note that there are no such discounts on site licenses.
* SuperOffice Mobile CRM provides the entire CRM solution in 'pocket' format. Get information from SuperOffice available directly on your mobile. Mobile CRM gives access to online data in real time, presented in easy-to-read graphics. Mobile CRM is included in the price for all user plans.
SuperOffice add-on products - description
Synchronizer
Synchronizer (licensed per user and follows the total number of users for SuperOffice) Synchronizer lets you synchronize diary and contacts between SuperOffice and Outlook or Google. This allows you to exchange agreement information with employees within your organization who do not use SuperOffice.
Synchronizer for SuperOffice runs in the cloud, and synchronization is automatic without user involvement, which ensures that the SuperOffice diary and calendar in Outlook or Google are always synchronized. It's also easy to synchronize with most calendars on mobile units. Synchronize all types of appointments two ways, including private appointments and automatically synchronize contact information based on appointments. Synchronizer supports Microsoft 365, Microsoft Exchange, Gmail and Google Workspace.
Customer Engagement Platform
(a companywide license)
Customers expect to have access to a variety of service options, and self-help is among the most popular. The Customer Engagement Platform is a bundle of self-service tools that enable you to communicate, interact and engage with your customers through digital channels. To use all the aspects available it requires the SuperOffice Service Premium plan.
It contains the standardized customer facing apps for Chat, Forms, and Customer Center that can be used out of the box and made to fit your brand experience. The platform include external user authentication and multiple language management to enable self-service for ticketing and knowledgebase. No external websites or hosting are needed.
Chat
(a stand-alone customer facing app - CFA)
Chat is faster than email and more efficient than phone, live Chat provides an even better and easier way to connect with customers. The Chat widget can be placed on your webpages and improves customer service and customer loyalty, increases sales and makes your business stand out in the crowd.
Chat embedded in SuperOffice allows you to view all available CRM data whilst chatting, thereby increasing your ability to service your customers. Add an unlimited number of chat widgets to your webpages, including your customer center. Assign chat capabilities to other team members and define chat availability that defaults to an off-line form when no agents are available. Transfer chat conversations to other agents if needed, or turn a chat into a request ticket. Use FAQs, autoreplies and quick reply templates in chats and draw reports and insights from your chat conversations to improve your services.
Forms
(a stand-alone customer facing app - CFA)
Make it easy to get in touch via online forms. With no coding required, forms in SuperOffice let you gather high quality data, automatically update your CRM database, and create targeted follow-up actions.
Add online forms to any webpage or email and capture data that is automatically stored in your CRM database, including your up-front GDPR consent. Select from a library of ready Forms templates or use these as a starting point for your own. Add extra layer of security with double-opt and landing pages in to reduce spam. Define rules for how form submissions are handled and add customized actions and workflows to save time and optimize customer experiences.
SuperOffice AI Platform and Services
(a companywide license)
SuperOffice AI Platform activates the power of AI embedded in SuperOffice CRM and allow you to add a set of AI services of your choice. Available AI services include Request Text Analysis, Request Categorization and a Chatbot Connector all of which connect mature artificial intelligence and machine learning technologies to SuperOffice CRM and enables you to automate your different services and provide better services with without scaling up your team.
The SuperOffice AI Platform service provides administration, provisioning and account management. The Platform is required to activate any of the additional services available.
The Request Text Analysis service include sentiment analysis to analyze the text of incoming service tickets and capture the mood of the sender to help you prioritize your queues. It also includes language detection and automatic translation of incoming request text allowing you to service tickets in more languages.
The Request Categorization service uses machine learning to assist your queue optimization of incoming requests allowing you to prioritize tickets faster and better.
The Chatbot Connector includes infrastructure, services and APIs for Chatbot support and allow you to choose your Chatbot vendor of choice.
Both Request Categorization and the Chatbot connector require implementation services and Request Text Analysis and Request Categorization activates metered (pay-per-use) services for overage use.
Development Tools
(a companywide license)
SuperOffice Expander Services is a set of tools that enables sustainable customization of your CRM solution. The Development Tools include a range of customization tools that allow you to optimize, customize and expand your CRM solution to fit your business. All customizations created with these tools are automatically deployed and operated on the platform ensuring your customizations are sustainable and robust over time.
Within the Development Tools you get the ability to create workflows using Macros, a ready set of “if-this-then-that” rules within SuperOffice, or you can use the embedded CRMScripting, a more flexible and advanced workflow engine. You are also able to expand the table structure and open up for even more dimensions for case and relationship handling. Custom screens tools also makes it possible to adapt and build new screens in the solution, and to embed logic required to automate processes/events and Configurable Screens feature lets you define the main screens within SuperOffice CRM. These development tools can be accessed via the Settings and maintenance client and require little or low level of technical skills. Using the well documented APIs you can create your own integrations and applications that works together with SuperOffice and develop and test these with a Sandbox tenant in our Development Environment. Note API usage (a metered costs) is activated by the use of some of these tools.
Databridge Standard
(a companywide license)
Another useful tool available in the SuperOffice Expander Services toolbox is Databridge. Databridge lets you import and export anything between SuperOffice CRM and your other cloud solutions once or as many times you need, which ensures data consistency, data quality and saves you time from otherwise manual processes.
Import and export anything. Set up scheduled integration routines and automatic duplicate handling. Import documents, any other object and even custom objects. Multiple formats, including Excel and Google Sheets formats supported. Multiple cloud storage services supported including Dropbox, Google Drive, Microsoft OneDrive, (S)FTP and email. Usage of 50.000 rows per month is included.
The easy-to-use Databridge interface allows CRM administrators to use the tool as well as your IT personnel or consultants.
Databridge Professional
(a companywide license)
Another useful tool available in the SuperOffice Expander Services toolbox is Databridge. Databridge lets you import and export anything between SuperOffice CRM and your other cloud solutions once or as many times you need, which ensures data consistency, data quality and saves you time from otherwise manual processes.
Import and export anything. Set up scheduled integration routines and automatic duplicate handling. Import documents, any other object and even custom objects. Multiple formats, including Excel and Google Sheets formats supported. Multiple cloud storage services supported including Dropbox, Google Drive, Microsoft OneDrive or Sharepoint, (S)FTP and email. Advanced source change detection.
Microsoft Azure SQL and SQL server support. Webhooks to enable automation and real-time data transfer. Usage of 150.000 rows per month included.
The easy-to-use Databridge interface allows CRM administrators to use the tool as well as your IT personnel or consultants.
Cross-domain Identity Management (SCIM)
(a companywide license)
Use your current user admin tool to manage users in SuperOffice CRM. SCIM saves your IT administrators time, streamlines your user-management and reduces the risk of errors.
SCIM is a cloud-only feature and requires Azure Active Directory (Azure AD) or Google. Available upon request.
Production Sandbox Environment
(optional number of plans)
A Sandbox in the Production Environment provides you with a copy of your company’s database, including configuration and data, which you can then test, explore new configurations, new apps and integrations as well as use for training purposes without the risk of disturbing your current use of SuperOffice CRM. A Sandbox gives you the testing ground to ensure that your plans for your CRM strategy can be optimised before you onboard your users.
It is entirely up to you how many and the type of plans you add in a Production Sandbox tenant. The test tenant is a copy of your actual production database at a given time, and regular updates of your data is included in the subscription.
Apps from the SuperOffice App Store
(3rd party applications)
{name} can choose from a range of additional 3rd party apps available from the SuperOffice App Store. The apps available from the store are standardized applications that allow you to connect with other busine ss applications used in your company or to expand and widen the capabilities in your CRM solution. Typical apps used by customers include ERP integrations, digital signature, BI and gamification tools, data prospecting and enrichment tools to advanced marketing and productivity tools.
Products and services purchased via the App Store are regulated by separate agreements between {name} and 3rd party suppliers to regulate the purchase. Coordination, delivery and invoicing according to these agreements will be a direct matter between {name} and the relevant 3rd party suppliers.
i-Centrum product
Book My Calendar
Make appointment scheduling effortless. Book My Calendar lets your customers and prospects directly book meetings on your SuperOffice CRM calendar, no email back-and-forth needed. Every booking syncs automatically in real time, keeping your schedule accurate and streamlined. It's fast to set up and saves time for everyone.
It's especially useful for sales reps, consultants, or support teams who want to offer customers controlled visibility into their calendar. You define available time slots and booking rules, ensuring your day stays organized while improving customer convenience and engagement.
Map4You Pro
Transform your CRM data into actionable insights on a map. Map4You Pro displays up to 500 contacts or companies geographically, allowing you to spot visit patterns, duplicates, and regional clusters. Combine with SuperOffice CRM selections to target specific areas, plan routes, prioritize visits, and visualize prospects.
Whether you're planning sales trips, organizing territory coverage, or spotting market opportunities in a specific region, Map4You Pro turns SuperOffice CRM data into something you can act on. It's a simple way to bring location-based intelligence into your everyday workflow.
Activity Board
Give your SuperOffice projects a visual edge with Activity Board, a Kanban-style tool built directly into SuperOffice CRM. It brings all your projects tasks and activities into one clear view, so you can see who's responsible for what and when. It simplifies coordination, increases accountability, and helps your team hit deadlines with less frustration.
It's perfect for customer-facing teams who manage multiple deliveries or internal teams working across departments. Use it to create swim lanes for key projects, track milestones, and ensure nothing slips through the cracks, directly from within SuperOffice.
Contract Manager
Full contract control, right inside SuperOffice CRM. Create, store, tag, and search contracts all from customer or sales records. Automatic reminders ensure you never miss a deadline, and flexible workflows let you manage contract lifecycles efficiently. No more fragmented storage or deadline backlogs, everything managed centrally to keep things clean and compliant.
Ideal for account managers, legal teams, and finance, Contract Manager ensures full transparency over contract status and renewal dates. It supports simple templates and custom workflows, helping you reduce risk and save time in contract handling.
Field Service
Empower teams in the field with an intuitive, mobile-first service solution built for SuperOffice CRM. Designed for on-the-go technicians, Field Service enables real-time order management, updates, and job status, all from phone or tablet. It's a flexible, service-first interface that boosts accuracy, visibility, and service quality in customer-facing operations.
You can create service jobs, assign field resources, and track progress from within SuperOffice while keeping field agents updated through a simple mobile interface. It closes the gap between office and field, improving response times and customer satisfaction.
Quote Manager (CPQ)
Streamline your quoting and sales process with Quote Manager. Built for businesses that need even more quoting functionality in SuperOffice CRM, this tool handles orders, contracts, and quote management in one centralized place. It enables you to manage complex discounts, templates, and approval workflows, ideal for teams scaling beyond standard quote capabilities.
Use it to enforce pricing rules, track margins, and ensure quote consistency across your sales team. With CRM-integrated workflows, your quotes remain linked to relevant opportunities, making follow-up, conversion, and reporting much easier.
Panels
A powerful add-on that enhances how your team views and interacts with data inside SuperOffice. It lets you create fully customizable, searchable panels that filter and display only the information you need — from documents and activities to sales and more. With dedicated features like the Google Places panel for quick location lookups, the Birthday panel for tracking upcoming customer birthdays, and the Sold Products panel for instant visibility into what clients have purchased, Panels turns your CRM into a smarter and even more personalized workspace.
Activity folders
Activity Folders brings order to your day by letting users organize all their activities, documents, emails, appointments and to-do’s into intuitive folder structures — much like Windows Explorer — right inside your CRM. With automated filing based on type, full-text folder search, version control so you can create new document versions easily, and one-click PDF generation, your team gets powerful document management without leaving their familiar environment.
ConnectERP Standard
ConnectERP Standard seamlessly connects your CRM and ERP systems to create a unified, real-time data flow between sales and operations. It ensures your team always has up-to-date information on pricing, invoices, and customer balances directly inside SuperOffice—eliminating data silos and manual re-entry. With two-way synchronization, users can quote accurately, place orders, and track fulfilment without switching systems, resulting in faster processes, fewer errors, and a complete 360° view of every customer.
ConnectERP Professional
ConnectERP Professional builds on the Standard version, offering more fields to link between ERP and CRM as well as support for non-standard data flows and specialized use cases, giving your business maximum flexibility and integration depth.
Premium Support Agreement
This Agreement is an Addendum to the SuperOffice CRM Online Master Subscription Agreement (MSA).
The terms of this Addendum supersede the terms of Chapter 6 in the MSA. The Premium Support Agreement is an extension of the SuperOffice support services that includes extended opening hours, specified service levels on SuperOffice’s time to reply, and structured follow-up and reporting on the support services delivered.
Premium Support also includes online case submission – via the CRM Online Service or via the SuperOffice Customer Community. In addition to that, Support is reachable via phone.
Premium Support – extended opening hours
- Working days 07.00 – 21.00 CET
- UK 06.00 – 20.00 GMT
- Weekends 10.00 – 20.00 CET
- UK 09.00 – 19.00 GMT
Working days are all workdays except 24, 25 and 26 December, New Year’s Day and Easter Day.
Classification of requests
When a support request is submitted by the customer it must include a Severity Level Classification. The Classification shall be made in accordance with the table below. Only requests registered via the Help / Support function in the product or via the Customer Centre Portal shall count against the service level. Other sources (email, chat, telephone) will not be included in measurement of the service level.
The requests shall be classified according to the table below.
| Severity level | Desciption | Example of issue |
| Critical | A Request should be categorized with the priority "Critical" if the problem has very serious consequences for normal business processes or IT processes related to core business processes. Urgent work cannot be performed. | No users can log in to the system. Users cannot open or create documents. Customer is reporting large amount of lost data. Email are not being imported into Service Module. Emails are not being sent from Service/Mailings. Poor performance-system unavailable for practial purposes. |
| Medium | A request should be categorized with the priority "Medium" if normal business processes are affected. The problem is caused by incorrect or inoperable functions in the SuperOffice service | I have a technical problem |
| Normal | A request should be categorized with the priority "Normal" if the problem has little or no effect on normal business processes or relates to seeking assistance on finding out how to perform a function. The problem is caused by incorrect or inoperable functions in the SuperOffice service that are not required daily or are rarely used by the Customer. | I would like to know how to perform a task |
For avoidance of doubt the classification shall be based on the description of the Request and not limited to the examples that are given in the table above.
Premium Support Service Levels
The Time to Reply is the time duration from when a Request has been registered in the SuperOffice Request Management System until SuperOffice starts acting to resolve the Request. The Time to Reply is calculated within the Extended Opening Hours.
For the avoidance of doubt, the Time to Reply is not the same as the resolution time. Resolution time would be the time frame, starting from when a Request has been registered via the correct channel, until it has been resolved. Premium Support does not include service levels on resolution time. SuperOffice always seeks to minimize the resolution time as far as possible.
| Severity level | Time to reply |
| Critical | 1 hour |
| Medium | 2 hours |
| Normal | 8 hours |
Follow-up and Reporting
Follow Up Meetings on Critical Requests after resolution
After resolution of a Critical Request, SuperOffice Support agent will contact the Customer, to explain the root cause and resolution and to give guidance around any measures to be taken to avoid the problem reoccurring.
Quarterly Report
Premium Support includes a quarterly report containing information about the past quarter’s Requests, Response Times and other statistics. This report is being followed up in a personal meeting.
Additional value drivers
In-app AI chat offers embedded knowledge base search tool that helps users to find answers and provides relevant sources.
Premium support customers get two hours of free consultancy per month. These hours can be used for a variety of tasks and guidance, specified separately.
If SuperOffice fails to deliver on the guaranteed response time, and Customer has followed the defined rules for reporting the Premium Support Request, Customer can claim a proportionate reduction of the subscription fee calculated for the month in which the Request was filed in the support system.
The reduction is calculated against the monthly subscription fee for Premium Support, based on the delay in response per hour relative to the number of Premium Service opening hours which is 344 hours per month.
Reduction = (Delay in hours (rounded up)/344 hours)*Monthly subscription fee for Premium Support
General terms for SuperOffice support
When entering into the Premium Support Agreement, please observe that the terms for Support as stated in Chapter 6 of the MSA are still in effect, except for section two.