Service Policy

This Service Policy explains the type of work FlowForge Engineering provides, the type of work it does not provide, and how projects are generally handled.

FlowForge Engineering is the trading brand operated by SynthAIzeX, ABN 56 854 576 936.

This policy should be read together with the Terms & Conditions and any written proposal, quote, scope, statement of work or project agreement for a specific engagement.

FlowForge Engineering focuses on production, assembly and manufacturing improvement. The work is built around practical operational outcomes: better flow, clearer visibility, stronger reporting, fewer bottlenecks and more usable shopfloor systems.

FlowForge Engineering is not a broad engineering consultancy. The focus is the day-to-day reality of manufacturing operations, including production flow, issue escalation, improvement systems, team capability visibility, KPI reporting, layout and workflow.

Typical services include:

• Production Reviews;
• Shopfloor Visibility Systems;
• Part Issue Reporting & Escalation Systems;
• Continuous Improvement Idea Systems;
• Production Skills & Training Matrix Systems;
• KPI dashboards and reporting structures;
• layout and workflow improvement;
• on-site troubleshooting and advisory support;
• fractional production engineering support.

FlowForge Engineering may design, configure and help implement practical shopfloor visibility systems. These systems are intended to help production teams capture, route, prioritise, review and act on important operational information.

Typical visibility systems may include:

• Part Issue Reporting & Escalation Systems for logging part, quality or build issues with evidence, routing and traceability;
• Continuous Improvement Idea Systems for capturing, scoring, prioritising and reviewing improvement ideas from the shopfloor;
• Production Skills & Training Matrix Systems for showing training status, capability coverage, skill gaps and refresh needs;
• optional reporting dashboards, including Google Sheets or Looker Studio dashboards;
• rollout support, QR posters, SOPs, basic user guidance and handover material.

These systems may use third-party tools such as Google Forms, Google Sheets, Apps Script, Google Drive, Looker Studio, QR codes, email routing and other suitable software. The exact structure depends on the agreed scope.

FlowForge Engineering systems are designed to support production visibility, team communication and operational control. They do not replace formal quality, safety, HR, legal, compliance, ERP, MRP or certified management systems unless specifically agreed in writing.

After handover, the client is responsible for day-to-day use, internal governance, access permissions, account ownership, data retention, user training, internal communication and ongoing maintenance unless ongoing support is included in the agreed scope.

If the client changes the underlying structure of a system after handover, such as renaming columns, changing forms, moving files, changing permissions or modifying linked dashboards, the system may need review or reconfiguration.

FlowForge Engineering is not set up to provide every type of engineering service. Unless expressly agreed in writing with appropriately qualified third parties involved, the following are outside scope:

• standalone product design, industrial design or CAD drafting;
• R&D engineering, invention development or product certification;
• structural, civil, building or electrical certification;
• machine safety certification or WHS audit sign-off;
• formal quality certification or regulatory approval work;
• legal, accounting, tax, insurance or migration advice;
• formal compliance approvals or certification work.

Most engagements start with a short discussion to understand the operation, the problem and whether FlowForge Engineering is the right fit. For many clients, a Production Review is the best first step.

A proposal or quote will usually define the agreed scope, deliverables, timing, price, assumptions, exclusions and any travel requirements. Work begins once the proposal is accepted and any required deposit, purchase order or booking confirmation has been completed.

Deliverables depend on the project and may include review findings, improvement recommendations, dashboards, workflow maps, tracking tools, Google Workspace systems, QR posters, rollout guidance, training material, SOPs, handover notes or advisory notes.

Unless otherwise agreed, deliverables are designed for internal business use by the client and are not intended for resale, redistribution or formal compliance certification.

Clients are responsible for:

• providing accurate and complete information;
• making relevant people available where required;
• providing safe site access and any required inductions;
• reviewing and approving recommendations before implementation;
• managing internal communication, workplace safety and compliance;
• obtaining specialist sign-off where required;
• ensuring staff use any implemented systems appropriately after handover;
• managing ongoing data quality, user access and internal system ownership unless agreed otherwise.

FlowForge Engineering is based in Maroubra, Sydney and is available for Sydney site visits, remote support and Australia-wide work. Travel outside the Sydney metro area is quoted separately and agreed before booking.

Travel may include travel time, flights, accommodation, car hire, parking, meals and other reasonable project-related expenses. For suitable projects, international remote support may be available by agreement and subject to scope, insurance, tax, sanctions and local requirements.

FlowForge Engineering may make practical operational improvement recommendations, but the client remains responsible for workplace health and safety, machine safety, regulatory compliance, permits, approvals and final implementation decisions.

Where specialist certification, formal approval or compliance sign-off is required, the client should engage an appropriately qualified and insured specialist or certifier.

FlowForge Engineering aims to provide practical, useful and grounded support. However, production outcomes depend on many factors outside FlowForge Engineering’s control, including leadership decisions, implementation quality, workforce availability, demand, supply, equipment reliability, data quality and client follow-through.

Unless expressly agreed in writing, FlowForge Engineering does not guarantee specific output increases, cost reductions, efficiency gains or project outcomes.

Unless otherwise agreed in writing, invoices are payable within 7 days of the invoice date. Stripe or another agreed payment method may be used for invoicing and payment collection.

Please provide at least 48 hours’ notice to cancel or reschedule site visits, workshops or fixed delivery sessions. Short-notice changes may be charged where time has been reserved, preparation has been completed or travel costs have already been incurred.

FlowForge Engineering will treat confidential business and production information with care and will only use it for the purpose of quoting, delivering services, managing the client relationship or meeting legal and administrative obligations.

Client examples, screenshots, data, site information or project details will not be published publicly without permission or appropriate anonymisation.

For questions about this Service Policy, contact FlowForge Engineering at hello@flowforgeengineering.com.au.