Contents
SuperOffice add-on products – description
SuperOffice CRM Suite
Product Descriptions
Every plan covers the full Relationship Loop — finding customers, winning them, serving them, and keeping them — with AI capabilities built in across all tiers and progressively deeper functionality as you scale.
Starter — Start building customer relationships
Best for small teams getting started with end-to-end CRM.
A unified CRM platform covering contact management, pipeline tracking, email integration, document handling, and service request management in a single environment. Includes campaign execution, GDPR-compliant data protection tooling, and a structured service module for handling inbound customer requests. Capped at 5 named CRM users.
Main use cases
- Getting started with end-to-end relationship management across marketing, sales, and service
- Campaigns and pipeline tracking to attract and win new customers
- Service request handling to reduce churn and keep customers happy
Core — Boost your productivity and collaboration
Best for growing teams that need mobile access, visibility, and automation.
Extends Starter with mobile CRM access, unlimited configurable dashboards, and a workflow automation engine with built-in AI assistance for repetitive tasks. Adds calendar synchronization (Exchange/Google), structured project management, and expanded system configuration options to adapt the CRM to team-specific processes.
Main use cases
- Improving team execution with mobile CRM and shared visibility
- Dashboards that keep the funnel and activity on track across the team
- Automations, workflows, and built-in AI for everyday productivity
- Stronger planning and coordination through projects and calendar sync
Growth — Accelerate revenue with targets and insight
Best for companies ready to scale execution and performance.
Adds sales target management with configurable goals and KPI tracking on top of Core. Includes enhanced reporting and analytics for data-driven decision-making, plus native ERP connectivity and bidirectional data synchronization to reduce manual data entry and maintain cross-system data integrity.
Main use cases
- Driving predictable growth with targets, goals, and performance focus
- Faster decisions using insight and reporting that highlights what matters
- ERP connection and data sync to reduce manual work and keep data trustworthy
Plus — Enhance your customer experience and improve retention
Best for customer-centric teams that want to automate communication and elevate service.
Extends Growth with AI-assisted ticket routing and resolution, automated multi-step marketing flows for lead nurturing and re-engagement, and advanced selection filtering with natural-language search capabilities. Designed for teams operating customer lifecycle processes at scale across both service and marketing functions.
Main use cases
- Improving retention via faster and smarter service resolution
- Automated marketing flows to nurture, convert, and re-engage customers
- Helping teams find and act faster with advanced filtering and natural language search
Super — Run an enterprise-grade sales team to grow your business
Best for organizations that need advanced performance management and resilience at scale.
The top tier, adding predictive sales analytics, unlimited goal hierarchies, and fully customizable KPI frameworks for managing multiple sales teams. Includes AI-driven optimization of support workflows and database replication for high-availability deployments and increased operational resilience across distributed environments.
Main use cases
- Steering performance with predictive insights, unlimited goals, and KPI tracking
- Scaling customer teams by leveraging data inside and outside the CRM
- Improving support outcomes with AI-driven optimization
- Enterprise readiness with database replication across systems
SuperOffice add-on products - description
The following products are available as separate add-ons outside the core suite plans. They are maintained independently due to their specialized scope, consulting requirements, or third-party origin.
Customer Engagement Platform (CEP)
(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.
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.
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.
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.
SuperNotes
SuperNotes is an AI meeting assistant that eliminates manual admin work before, during, and after customer meetings. Professionals typically spend more than 20 hours per week on preparation, note-taking, follow-up emails, and CRM updates, SuperNotes automates the majority of this work.
Before the meeting, SuperNotes performs pre-meeting research on participants and companies, providing insights, talking points, and ice-breakers. During the meeting, it transcribes both digital and physical meetings, ensuring accurate and complete notes. After the meeting, SuperNotes generates structured summaries, key takeaways, action items, and email drafts, and can be linked to the company and person in SuperOffice CRM.
Users can revisit any meeting through Smart Replay, scroll through transcripts with auto-generated timestamps, and even chat with the meeting to ask questions or generate follow-ups instantly.
Designed for sales professionals, consultants, and customer-facing teams, SuperNotes saves up to 11 hours per week in administrative tasks while improving documentation quality and CRM completeness. Fully integrated with SuperOffice CRM, it delivers a seamless, professional customer experience.
Lyyti products
Lyyti Starter
Automate, save time and reduce hassle for your professionally managed events. Branded registration pages and event websites, automated messaging, real-time event reporting and data protection features to comply with GDPR. The license includes 1 user, 10 events & 500 participants per year.
Lyyti Basic
Manage your complex events like a professional. Branded registration pages and event websites, automated messaging, real-time event reporting, tailored surveys, payments, event/participant categories and data protection features to comply with GDPR. The license includes 2 users and unlimited amount of events and participants.
Lyyti Professional
Manage your complex events like a professional with advanced security and integrations options. Branded registration pages and event websites, automated messaging, real-time event reporting, tailored surveys, payments, event/participant categories, REST-API, SSO and advanced data protection features for high level security organisations. The license includes 2 users and unlimited amount of events and participants.
Additional user
Additional user account(s) to your existing license.
Customer Success Program (CSP)
A structured engagement program providing dedicated advisory resources, adoption guidance, and proactive check-ins to maximize platform utilization. Sold separately and not included in any subscription plan.
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.