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.
How we work
Our Services
All of your designs are yours, but some projects may leverage templates, guides, or examples based on your guidance. It's up to you! We can always deliver customized designs from scratch or based on your templates or style guides.
Our plan hours are a fixed amount of hours given to you every month. They are the total hours of service to cover the design time, design direction, quality control, and project management.
Our Account Executives, Customer Success Managers, and Creative Project Managers are all equipped with a quoting and budget guide that can help you understand what's possible with different plans based on how hours get used, so be sure to ask for a chat!
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:
3D and VR design
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 here.
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 employees have signed NDAs and have completed confidentiality training.
How we work
Your Superside team
Our process is designed to be hassle-free for you, our customer. We will make sure to select dedicated designers for you based on skillset, design style, availability, and time zone, all to find folks who are the best fit for your brand and for each specific project.
As a general rule, we do not share designers’ portfolios. We are confident with the quality of our Creative Specialists because we only recruit from top global agencies after a thorough set of interviews and design challenges followed up with a rigorous 6-week training academy. Additionally, because all of our customers are under strict confidentiality agreements, the designers are not allowed to add Superside work to their personal portfolios.
Weekend work at Superside is available if it is planned and notified in advance. To guarantee we have the capacity to deliver work over the weekend, we kindly ask you for 24 hours of notice of inbound briefs.
Since deadlines and turnaround times only take business days into account, we encourage you to plan ahead and align on working norms and expectations upfront with your Creative Project Manager to ensure a successful partnership.
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 she, he, or they 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 complimentary 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.
How we work
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.
All projects are subject to a minimum cost of 3 hours of work.
We evaluate the complexity of each project based on our experience of working on thousands of design projects and in consultation with our Creative Leads and Creative Specialists.
How we work
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. We employ a staff of highly experienced Creatives and Creative Project Managers that 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!
How we work
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 hours used on the project up to that point will be fully deducted from your plan hours or invoiced, regardless of satisfaction with the end product.
How our plans work
Managing your subscription plan
Your plan includes a fixed number of service hours covering design time, design direction, project management and quality control. Depending on which plan you are on, you can use the hours on different capabilities, skills and turnaround times.
For example, if you have the Communications solution (one of our 2022 solutions) at Level 1, you have 60 hours that you can use to cover projects that required Graphic Design and Illustration skills in capabilities including Presentations, Print Design, eBook & Digital Reports Design and Email Design. All those 60 hours can also be used in 12- or 24- hour deadline projects.
For more information, please review our pricing and details on different subscription solutions here.
If you are still on one of our 2021 solutions, you still have access to the same capabilities and skills as before. Details of what is included in your plan are specified over here. All of these plans will be honored until Jan 1, 2023.
Our Account Executives and Customer Success Managers will always recommend the most suitable plan 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 of what kinds of work is possible under different plans. 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/downgrade your plan if you notice that your current plan does not fit well with your needs. Please reach out to your Customer Success Manager when you have any questions about your plan.
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 use in-plan products outside the monthly allowance, those extra hours will be billed at an hourly overage rate of an extra $20 premium on the in-plan hourly rate. The fast turnaround (FT) overage hourly rate is an extra $50 premium on the in-plan hourly rate.
In case, you are still on one of our 2021 solutions, those extra hours will be invoiced separately under the list prices as follows:
Basic Service: $59/hr for 48+ hr delivery, $79/hr for 24-hr delivery and $99/hr for 12-hr delivery
Creative Service: $79/hour for 48+ hr delivery and $109/hr for 24-hr delivery
Premium Service: $109/hour for 48+ hr delivery
If you see that you consistently use more than your plan hours or out-of-plan products, it might be a good time to discuss upgrading your plan with your Customer Success Manager at Superside.
Yes, if you do not use up your hours in the current month, the leftover hours will be rolled over for a period of 90 days as long as your agreement with us is still in effect.
Absolutely! While you can't apply your plan hours to that work, we can still complete it at an out-of-plan hourly rate of an extra $30 premium on the in-plan hourly rate. The fast turnaround (FT) out-of-plan hourly rate is an extra $60 premium on the in-plan hourly rate.
If you are currently on one of our 2021 solutions, the out-of-plan hourly rates are as follows:
Basic Service: $59/hr for 48+ hr delivery, $79/hr for 24-hr delivery and $99/hr for 12-hr delivery;
Creative Service: $79/hour for 48+ hr delivery and $109/hr for 24-hr delivery;
SuperPremium Service: $109/hour for 48+ hr delivery.
Out-of-plan hours will be invoiced separately per month. This is a great way to try new products before choosing whether to upgrade for more continuous access in support of expanding creative aspirations!
Your Creative Project Manager will always let you know if a requested project will incur out-of-plan rates ahead of time.
Account Admins can check their monthly hours' usage here.
You can upgrade your solution at any time during your contract period, but changes will only take effect in future months.
You can also request downgrades at any time, but downgrades will only take effect once the current contract period ends. Please note that we require 30 days notice ahead of the current contract period's end for downgrades to take place at that time. This approach gives us time to make sure our customers have the right level of support based on their needs. When your plan is downgraded, the balance of roll-over hours will be transferred to the new plan in an amount corresponding to the ratio of the in-plan hourly rates between the plans, with such ratio never being greater than 1:1.
We require 30 days of 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. If you cancel less than 30 days before your next contract period, the cancellation will take place after the next contract period is completed.
How our teams work
Managing your team
No! You can add as many team members to your team as you wish. You can invite your team members here.
Admin Role
Can view their own projects AND projects from other team members
Can view all the invoices and adjust/update billing information
Can invite new team members AND determine/change roles of other team members
User Role
Can view only 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 here.
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 as instructed here.
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Superside is a revolutionary way for businesses to get good design done at scale.Trusted by 450+ ambitious companies, Superside makes design hassle-free for marketing and creative teams. By combining the top 1% of creative talent from around the world with purpose-built technology and the rigor of design ops, Superside helps ambitious brands grow faster. Since inception, Superside has been a fully remote company, with more than 700 team members working across 57 countries and 13 timezones.