Data Portability & Switching

Your Right to Switch Provider

As a customer of Lime’s cloud-based services, you have the right to switch to another provider or migrate your data to your own on-premises infrastructure at any time. This right is guaranteed under the EU Data Act (Regulation (EU) 2023/2854).

You are entitled to export all of your data — including data you have inputted, data generated through your use of the service, and associated metadata — in a structured, commonly used, and machine-readable format. Lime will provide reasonable assistance throughout the transition at no additional charge.

Switching Process

Switching provider or exporting your data follows a clear, step-by-step process:

1. Initiate your request Contact Lime via support@lime.tech or your dedicated account manager to notify us of your intent to switch, with at least two months’ notice.
2. Planning & scoping Within 5 business days, a Lime representative will confirm receipt and schedule a planning session to scope the migration, agree on data formats, and set a timeline.
3. Data export & transfer Lime prepares and delivers the data export within the agreed timeline. The maximum transition period is 30 calendar days from the end of the notice period. For self-service exports, data is available immediately.
4. Verification You verify that all data has been received correctly. Lime remains available for questions and re-exports during the transition period.
5. Service termination Once you confirm the switch is complete, the service is terminated in accordance with your agreement. Data is securely deleted from Lime’s systems within 30 days, unless a longer retention period is required by law.

Phase	Timeframe
Notice period	2 months
Transition / data delivery	Max. 30 calendar days
Post-switch data deletion	Within 30 days of confirmation

Export Methods

The following export methods are available, depending on your product:

Method	Product	Description	Prerequisites
Self-service export	Lime CRM and Lime Go	Export data directly via the application’s built-in export functionality.	Administrator or user with export permissions.
REST API	Lime CRM	Programmatic access to data via Lime CRM’s documented REST API.	API key and technical capability.
Full database backup	Lime CRM	A complete Microsoft SQL Server database backup containing all system data, provided upon request.	Request via support. No technical prerequisites on customer side.
Assisted migration	Lime CRM and Lime Go	Lime’s Expert Services team assists with data extraction and transfer to the destination provider or infrastructure.	Request via support or account manager.

Export Formats

Format	Product	Availability
CSV	Lime CRM	Standard — available via self-service export
Excel (.xlsx)	Lime CRM	Standard — available via self-service export
XML	Lime Go	Standard — available via self-service export
JSON	Lime CRM	Available via REST API
SQL Server backup (.bak)	Lime CRM	On request — full database export

Exportable Data Categories

The following categories of data and digital assets can be exported from your Lime environment:

Category	Examples
Contact & company data	Companies, persons, contact details, addresses, custom fields
Sales & pipeline data	Deals, opportunities, quotes, sales stages, expected revenue
Communication history	Emails, call logs, meeting notes, activity history
Documents & files	Attached documents, images, contracts
Task & case management	Support cases, tasks, to-dos, status history
Notes & comments	Internal notes, annotations, free-text entries
Configurations	Custom fields, dropdown values, table structures, user roles
Marketing data (Lime Go)	Prospect lists, engagement data, campaign records
Reports & dashboards	Report definitions, saved filters (where technically exportable)
Usage metadata	Timestamps, audit logs, modification history

Excluded Data

Certain data categories are excluded from export as they form part of Lime’s internal service infrastructure:

Excluded category	Reason
Lime application source code and proprietary algorithms	Intellectual property / trade secrets
Internal system logs (infrastructure-level)	Operational to Lime’s service delivery, not customer data
Third-party enrichment data (Lime Go)	Licensed from third-party providers; redistribution restricted by license terms
Pre-computed analytics and AI-generated insights specific to Lime’s internal models	Derived from Lime’s proprietary processing; underlying customer data is exportable

Data Structures

Exported data preserves the relational structure of your Lime environment. Each entity type (e.g. companies, persons, deals) is exported as a separate dataset, with identifiers that maintain relationships between objects.

Lime CRM uses a relational database model (Microsoft SQL Server). A full database backup preserves all tables, field names, relationships, and constraints as-is. For CSV/Excel exports, each table is exported individually with column headers matching your configured field names.

Lime Go exports data in a structured XML format that preserves the hierarchy and relationships between data objects.

Standards & Interoperability

Lime supports the following open standards and formats to facilitate interoperability:

Standard / Format	Usage
CSV (RFC 4180)	Tabular data export — universally supported
XML 1.0	Structured data export (Lime Go)
JSON (RFC 8259)	REST API responses (Lime CRM)
REST / OpenAPI	Lime CRM API follows REST principles
UTF-8 encoding	All text data exports
ISO 8601	Date and time formatting in exports

As EU harmonised standards for cloud service interoperability evolve under the Data Act framework, Lime will adopt applicable specifications and update this page accordingly.

Known Limitations

The following limitations may affect the switching or porting process:

Limitation	Details
Custom integrations	Integrations configured between Lime and third-party systems (e.g. ERP, marketing automation) are specific to the Lime environment and cannot be transferred. Integration configurations can be documented for recreation in the target system.
Workflow automations	Custom workflows, triggers, and automation rules built within Lime cannot be directly transferred but can be documented for re-implementation.
Third-party add-ons	Functionality provided by third-party add-ons or integrations is governed by the respective third-party provider’s terms and export capabilities.
Historical audit trail formatting	While audit data is exportable, the presentation format may differ from how it appears in the Lime application.
Large data volumes	For very large datasets, export may be delivered in batches. Lime will coordinate timing to minimise disruption.

Infrastructure Jurisdiction

Lime’s cloud infrastructure for data processing is located within the European Union / European Economic Area (EU/EEA), mainly in Sweden.

All customer data is processed and stored within EU/EEA jurisdictions. No customer data is transferred to or processed in jurisdictions outside the EU/EEA unless explicitly agreed upon and in compliance with applicable data protection legislation (GDPR).

Safeguards Against Unlawful Data Access

Lime implements the following measures to protect customer data against unlawful governmental access or transfer in conflict with EU law:

Technical measures: Data is encrypted at rest and in transit. Access controls enforce the principle of least privilege. Infrastructure monitoring detects and alerts on anomalous access patterns.

Organisational measures: Lime maintains an information security management system aligned with ISO 27001. Staff with access to customer data undergo security training and are bound by confidentiality obligations.

Contractual measures: Lime’s agreements with sub-processors include binding clauses prohibiting data disclosure to government authorities except where required by EU or member state law. Lime will notify affected customers of any governmental data access request to the extent permitted by law.

Your Data Sharing Rights

You have the right to share your data with third parties, including competitors, consultants, or service providers of your choosing. Lime will not restrict your ability to share exported data.

Where you instruct Lime to transfer data directly to a third-party provider, Lime will cooperate to facilitate the transfer, provided:

• The receiving party provides adequate technical infrastructure to receive the data.
• The transfer does not violate applicable data protection legislation (e.g. a data processing agreement may be required between you and the receiving party).

Support During Transition

Lime provides the following support throughout the switching process:

Support type	Details
Dedicated contact	A named Lime representative is assigned to your transition
Technical guidance	Assistance with understanding data formats, structures, and import requirements of your target system
Data verification	Support in verifying completeness and integrity of exported data
Re-export	Additional export runs if needed during the transition period
Service continuity	Full access to the Lime service is maintained throughout the transition period

Costs

During the transition period, your regular subscription fees continue to apply as per your service agreement. This is because the Lime service remains fully operational and accessible to you during the transition.

If you choose to extend the transition period beyond the standard 30 days (as permitted under Article 25.5 of the Data Act), subscription fees continue to apply for the duration of the extension.

Contact

To initiate a switching request, request a data export, or ask questions about data portability: