Superside

FAQ

Frequently Asked Questions

Below you'll find answers to the questions we get asked the most about Superside's services, how we work and how you can manage your subscription plan and your team.

Our Services

Are all of my designs custom?

Your plan comes with a flex budget that you can use toward any creative service. When you request a project, we look at all of the factors such as the service requested, the number of hours worked, and the number of team members involved to deliver an estimate for your approval. Once a project is kicked off it is deducted from your monthly budget.

Our offerings are constantly expanding as we look for more ways to do amazing creative work for our awesome customers, but we haven't yet gotten around to the following: - Any implementation of code (HTML, CSS, JS, C++, PHP etc) - Templated web design and newsletter design on platforms like - Squarespace, Wordpress, Wix, Shopify, Mailchimp, etc. - Design on platforms like Canva and Prezi - Cel animation - User Research/ User Testing If you are unsure about whether Superside can assist with your creative projects, please discuss the details with your Creative Project Manager, or Customer Success Manager, alternatively arrange a demo call with one of our Account Executives.

We offer our fast-turnaround services for most of our capabilities except for Concept Creation, Branding, and Video Production. The 12- and 24-hour turnarounds apply to projects submitted or due during weekdays and are only based on existing assets and templates. Fast-turnaround projects do not include the development of any new graphics, artwork, layouts or styles. Within such tight deadlines, it is necessary for us to limit the amount of creative work we do to ensure quality. Unfortunately, we are not able to make changes or take additional inputs during such short deadline projects, so all the details and assets must be provided upfront. The timeline will be set by the Project Manager at the beginning of the project once the brief has been reviewed, and our team will start right away in order to maximize the time. For pricing purposes, all projects with 12-23 hour deadlines are considered 12-hour deadlines, and all projects with 24-47 hour deadlines are considered 24-hour deadlines.

All data and files sent and stored via Superside.com are SSL encrypted, and we use Stripe for PCI DSS Compliant storing of credit cards. All communication and information is contained within the project team, and all Superside personnel have signed NDAs and have completed confidentiality training.

Are all of my designs custom?

Your plan comes with a flex budget that you can use toward any creative service. When you request a project, we look at all of the factors such as the service requested, the number of hours worked, and the number of team members involved to deliver an estimate for your approval. Once a project is kicked off it is deducted from your monthly budget.

Our offerings are constantly expanding as we look for more ways to do amazing creative work for our awesome customers, but we haven't yet gotten around to the following: - Any implementation of code (HTML, CSS, JS, C++, PHP etc) - Templated web design and newsletter design on platforms like - Squarespace, Wordpress, Wix, Shopify, Mailchimp, etc. - Design on platforms like Canva and Prezi - Cel animation - User Research/ User Testing If you are unsure about whether Superside can assist with your creative projects, please discuss the details with your Creative Project Manager, or Customer Success Manager, alternatively arrange a demo call with one of our Account Executives.

We offer our fast-turnaround services for most of our capabilities except for Concept Creation, Branding, and Video Production. The 12- and 24-hour turnarounds apply to projects submitted or due during weekdays and are only based on existing assets and templates. Fast-turnaround projects do not include the development of any new graphics, artwork, layouts or styles. Within such tight deadlines, it is necessary for us to limit the amount of creative work we do to ensure quality. Unfortunately, we are not able to make changes or take additional inputs during such short deadline projects, so all the details and assets must be provided upfront. The timeline will be set by the Project Manager at the beginning of the project once the brief has been reviewed, and our team will start right away in order to maximize the time. For pricing purposes, all projects with 12-23 hour deadlines are considered 12-hour deadlines, and all projects with 24-47 hour deadlines are considered 24-hour deadlines.

All data and files sent and stored via Superside.com are SSL encrypted, and we use Stripe for PCI DSS Compliant storing of credit cards. All communication and information is contained within the project team, and all Superside personnel have signed NDAs and have completed confidentiality training.

Your Superside team

Our process is designed to eliminate all waste and keep this hassle-free for you. Your dedicated creative project managers will be your main point of contact so you do not need to juggle conversations with different designers and strategists. Your dedicated creative director is there to ensure that every asset is on-brand and the highest quality creative. Feel free to set up time with them to explore new ideas and get fresh perspectives.

The customer can’t submit any projects with deadline in the weekend. Weekend is defined as 6PM Friday - 6AM Monday customer time.

Your dedicated Creative Project Managers are fully available for you during their working hours. However, not all Project Managers are available outside their local working hours; we work as a team to provide coverage so that our team members can rest and recharge. Communication and planning around working norms are super important to establish a great partnership!

Your Creative Project Manager will be your main point of contact for all communication with us, and will manage the design team on our side. Our Project Managers are specialized in design scoping, budgeting, and coordinating cross-discipline teams across multiple time zones, all while ensuring pixel-perfect quality. That said, your Creative Lead also can participate in calls and workshops to bring our creative thinking to life in an awesome way.

Each account is allocated a Customer Success Manager to help & support you with your needs, she, he, or they are responsible for making sure that you get the highest return from your solution. If you have any concerns about quality, they will be more than happy to discuss how we can best solve this on a call.

Our process is designed to eliminate all waste and keep this hassle-free for you. Your dedicated creative project managers will be your main point of contact so you do not need to juggle conversations with different designers and strategists. Your dedicated creative director is there to ensure that every asset is on-brand and the highest quality creative. Feel free to set up time with them to explore new ideas and get fresh perspectives.

The customer can’t submit any projects with deadline in the weekend. Weekend is defined as 6PM Friday - 6AM Monday customer time.

Your dedicated Creative Project Managers are fully available for you during their working hours. However, not all Project Managers are available outside their local working hours; we work as a team to provide coverage so that our team members can rest and recharge. Communication and planning around working norms are super important to establish a great partnership!

Your Creative Project Manager will be your main point of contact for all communication with us, and will manage the design team on our side. Our Project Managers are specialized in design scoping, budgeting, and coordinating cross-discipline teams across multiple time zones, all while ensuring pixel-perfect quality. That said, your Creative Lead also can participate in calls and workshops to bring our creative thinking to life in an awesome way.

Each account is allocated a Customer Success Manager to help & support you with your needs, she, he, or they are responsible for making sure that you get the highest return from your solution. If you have any concerns about quality, they will be more than happy to discuss how we can best solve this on a call.

Project kick-off

Our quotes include design time, design direction, project management, quality control, and iterations which can vary depending on the project scope and skills required. Your Customer Success Manager and Creative Project Manager are equipped with a quoting and budget guide for each level subscription, so if you have questions, be sure to ask for a deep dive to aid in your planning!

In general, we offer two types of delivery: - Standard delivery: 48+ hour deadlines - Fast turnarounds: 12-24 hour deadlines. However, the exact delivery time will depend on the complexity of each project. Your Creative Project Manager will confirm the delivery time once the project details have been carefully reviewed.

Once you have submitted a project on our platform, you should receive a receipt confirmation from our system within minutes. Your Creative Project Manager will then be informed of the new project request and will review the project brief. They will then reach out to you ASAP to discuss the details and provide a quote and confirm the scope before promptly starting the project.

We evaluate the complexity of each project based on our experience of working on hundreds of thousands of design projects and in consultation with our Creative Leads and Creative Specialists.

Our quotes include design time, design direction, project management, quality control, and iterations which can vary depending on the project scope and skills required. Your Customer Success Manager and Creative Project Manager are equipped with a quoting and budget guide for each level subscription, so if you have questions, be sure to ask for a deep dive to aid in your planning!

In general, we offer two types of delivery: - Standard delivery: 48+ hour deadlines - Fast turnarounds: 12-24 hour deadlines. However, the exact delivery time will depend on the complexity of each project. Your Creative Project Manager will confirm the delivery time once the project details have been carefully reviewed.

Once you have submitted a project on our platform, you should receive a receipt confirmation from our system within minutes. Your Creative Project Manager will then be informed of the new project request and will review the project brief. They will then reach out to you ASAP to discuss the details and provide a quote and confirm the scope before promptly starting the project.

We evaluate the complexity of each project based on our experience of working on hundreds of thousands of design projects and in consultation with our Creative Leads and Creative Specialists.

Project execution

Quality and reliability are the most important pillars of Superside. All work is carefully quality-controlled by your Creative Project Manager with assistance from Creative Leads. Our quality-control process has been standardized to ensure that all feedback and instructions are implemented, executed to perfection, and delivered on time. Our Creatives and Creative Project Managers are all highly experienced and have been carefully recruited and trained in best practices for our products. We love creative work and are passionate about the impact it can have on our customers, so you can rest assured we will deliver some amazing creative for you.

Your Creative Project Manager should provide you with an ETA at each stage in the process, but you can always reach out to them and ask for detailed updates and timelines if necessary. In addition, you can also get updates on the status of current projects and discuss upcoming projects in your roadmap during your regular discussions with your Superside team.

Yes, we deliver all project files to our customers at the end of that project, including working files of the final approved design. You can also access any of your previous project files in your Superside dashboard.

We always include the number of iterations in our quote that correspond to your request at the beginning of each project. Normally, we provide two rounds of iterations for 48+ hours deadline projects within a given quote. More complex projects can include more iterations by default. Please note that we do not offer any iterations for 12- or 24-hour deadline deliveries due to time constraints, so all the details and assets must be provided upfront—the more context provided, the better.

We are always striving to deliver the highest quality following your instructions. All work is carefully quality-controlled (QC) by your Creative Project Manager with assistance from Creative Leads. Our QC process has been standardized to ensure that all feedback and instructions are implemented, executed to perfection, and delivered on time. However, it might happen that the designs are not aligned with your expectations on the first drafts. In such situations, please make sure to address your concerns with your Creative Project Manager and Customer Success Manager, and the team will get right on it. Detailed and constructive feedback on the designs puts our teams in a position to meet your aspirations exactly, and in general, calls make for better communication of your feedback than emails or messages - so feel free to get in touch!

Quality and reliability are the most important pillars of Superside. All work is carefully quality-controlled by your Creative Project Manager with assistance from Creative Leads. Our quality-control process has been standardized to ensure that all feedback and instructions are implemented, executed to perfection, and delivered on time. Our Creatives and Creative Project Managers are all highly experienced and have been carefully recruited and trained in best practices for our products. We love creative work and are passionate about the impact it can have on our customers, so you can rest assured we will deliver some amazing creative for you.

Your Creative Project Manager should provide you with an ETA at each stage in the process, but you can always reach out to them and ask for detailed updates and timelines if necessary. In addition, you can also get updates on the status of current projects and discuss upcoming projects in your roadmap during your regular discussions with your Superside team.

Yes, we deliver all project files to our customers at the end of that project, including working files of the final approved design. You can also access any of your previous project files in your Superside dashboard.

We always include the number of iterations in our quote that correspond to your request at the beginning of each project. Normally, we provide two rounds of iterations for 48+ hours deadline projects within a given quote. More complex projects can include more iterations by default. Please note that we do not offer any iterations for 12- or 24-hour deadline deliveries due to time constraints, so all the details and assets must be provided upfront—the more context provided, the better.

We are always striving to deliver the highest quality following your instructions. All work is carefully quality-controlled (QC) by your Creative Project Manager with assistance from Creative Leads. Our QC process has been standardized to ensure that all feedback and instructions are implemented, executed to perfection, and delivered on time. However, it might happen that the designs are not aligned with your expectations on the first drafts. In such situations, please make sure to address your concerns with your Creative Project Manager and Customer Success Manager, and the team will get right on it. Detailed and constructive feedback on the designs puts our teams in a position to meet your aspirations exactly, and in general, calls make for better communication of your feedback than emails or messages - so feel free to get in touch!

Project closure

A project can be kept open for up to 30 days after you have received the Project Started notice from Superside. If the project is not yet completed after 30 days, we will start a new project for any remaining work upon agreement with you.

Yes, you can request to cancel a project at any time. However, all the credits used on the project up to that point will be deducted from your available or invoiced, regardless of satisfaction with the end product.

A project can be kept open for up to 30 days after you have received the Project Started notice from Superside. If the project is not yet completed after 30 days, we will start a new project for any remaining work upon agreement with you.

Yes, you can request to cancel a project at any time. However, all the credits used on the project up to that point will be deducted from your available or invoiced, regardless of satisfaction with the end product.

Managing your subscription plan

Your subscription includes a defined budget which can be used for extensive array of services including: creative, design, production, project management, concept creation, strategy, consulting, and more. For more information, please review our pricing.

Our Account Executives and Customer Success Managers will always recommend the most suitable level for you based on their understanding of your design needs. They are also equipped with a quoting and budget guide to help customers understand how much work is possible under different levels. Be sure to share your current and future design needs and your vision of working with us so that our recommendation is tailored to your specific use case. You also have the flexibility to upgrade your level if you notice that your current level does not fit well with your needs. Please reach out to your Customer Success Manager when you have any questions about your level. If you have any questions on invoicing/billing, please contact our Finance team at payment@superside.com.

Unfortunately, customers cannot borrow from future months to cover additional design needs in a current month. However, we can still get that work done for you! If you run out of credits, any additional services that Superside provides will be billed at an overage rate of 150% of the Cost per Subscription Credit. If you see that you consistently use more than your monthly allocation of credits, it might be a good time to discuss upgrading your level with your Customer Success Manager at Superside.

Yes, if you do not use up your budget in the current month, the leftover credits will be rolled over for up to three months as long as your agreement with us is still in effect.

Account Admins can check their monthly usage on the admin panel.

Account Admins can check invoices on the admin panel.

We require at least 30 days notice before the next contract period for cancellation requests to give our team enough time to adjust for the right level of internal support to our customers.

Your subscription includes a defined budget which can be used for extensive array of services including: creative, design, production, project management, concept creation, strategy, consulting, and more. For more information, please review our pricing.

Our Account Executives and Customer Success Managers will always recommend the most suitable level for you based on their understanding of your design needs. They are also equipped with a quoting and budget guide to help customers understand how much work is possible under different levels. Be sure to share your current and future design needs and your vision of working with us so that our recommendation is tailored to your specific use case. You also have the flexibility to upgrade your level if you notice that your current level does not fit well with your needs. Please reach out to your Customer Success Manager when you have any questions about your level. If you have any questions on invoicing/billing, please contact our Finance team at payment@superside.com.

Unfortunately, customers cannot borrow from future months to cover additional design needs in a current month. However, we can still get that work done for you! If you run out of credits, any additional services that Superside provides will be billed at an overage rate of 150% of the Cost per Subscription Credit. If you see that you consistently use more than your monthly allocation of credits, it might be a good time to discuss upgrading your level with your Customer Success Manager at Superside.

Yes, if you do not use up your budget in the current month, the leftover credits will be rolled over for up to three months as long as your agreement with us is still in effect.

Account Admins can check their monthly usage on the admin panel.

Account Admins can check invoices on the admin panel.

We require at least 30 days notice before the next contract period for cancellation requests to give our team enough time to adjust for the right level of internal support to our customers.

Managing your team

No! You can add as many team members to your team as you wish. You can invite your team members on admin panel.

Admin Role - Can view their own projects AND projects from other team members - Can view all the invoices and adjust/update billing information - Can configure and customize the service - Can make account level decisions - Can make additional purchases - Can invite new team members AND determine/change roles of other team members - And many more privileges and permissions User Role - Can submit and view only their own projects - Can instruct Superside on how to complete their own projects - Cannot view invoices or billing information - Can invite new team members but cannot change their own role or roles of other team members

Yes, you can upload and organize all of your brand assets and guidelines to our Brand Assets section on your Superside dashboard. Having these assets ready at hand helps us deliver high-impact creative faster, so please upload as much as you'd like!

You can simply invite a team member to become a collaborator in that project.

No! You can add as many team members to your team as you wish. You can invite your team members on admin panel.

Admin Role - Can view their own projects AND projects from other team members - Can view all the invoices and adjust/update billing information - Can configure and customize the service - Can make account level decisions - Can make additional purchases - Can invite new team members AND determine/change roles of other team members - And many more privileges and permissions User Role - Can submit and view only their own projects - Can instruct Superside on how to complete their own projects - Cannot view invoices or billing information - Can invite new team members but cannot change their own role or roles of other team members

Yes, you can upload and organize all of your brand assets and guidelines to our Brand Assets section on your Superside dashboard. Having these assets ready at hand helps us deliver high-impact creative faster, so please upload as much as you'd like!

You can simply invite a team member to become a collaborator in that project.