Support Services Terms

Support Services Terms 

Codesign 4 All Pty Ltd 
ABN: 59682431090 
Effective Date: 10/7/2025 
Version: 1.0 

1. Purpose 

These Support Services Terms (“Terms”) set out the scope and conditions under which Codesign 4 All Pty Ltd (“Co.Design4All”, “we”, “us”, or “our”) provides support services to customers (“you”, “your”, or “the organisation”) during the delivery of contracted services and, where agreed, for a defined post-project period. 

These terms apply in conjunction with our Service Agreement and User Agreement. 

2. Scope of Support 

Co.Design4All may provide the following categories of support as part of a service engagement or via a separately agreed arrangement: 

a. Project Support 
  • Assistance with understanding and using co-design tools (e.g. Miro, Notion, Google Drive) 
  • Facilitator support for onboarding stakeholders or participants 
  • Clarification of findings, deliverables, or next steps 
b. Technical Support 
  • Troubleshooting access to collaborative platforms used during project delivery 
  • Support for digital participation (e.g. survey access, Zoom sessions, virtual boards) 
  • Advice on safe and appropriate use of third-party systems (as used within our scope) 
c. Post-Project Support (if specified in contract or proposal) 
  • Short-term support for implementing recommendations or transitioning tools 
  • Follow-up access to facilitators or evaluators for clarification 
  • Data transfer or archiving support 

3. Support Channels 

Support requests can be made via: 

  • Scheduled meetings: As arranged with your Co.Design4All project lead 

We aim to acknowledge all support requests within 2 business days and resolve straightforward issues within 5 business days, unless otherwise agreed. 

4. Availability 

Standard support hours are: 

Monday – Friday, 9:00am to 5:00pm (AEST) 
Support is not available on weekends or public holidays unless prior arrangements are made. 

Urgent issues (e.g. system access failures during a live workshop) should be flagged as URGENT in the subject line of your email. 

5. Exclusions 

The following are not included under standard support unless otherwise specified in your agreement: 

  • Ongoing platform administration or hosting of third-party tools (e.g. Miro or survey platforms) 
  • Development or maintenance of custom systems 
  • IT support unrelated to the services provided by Co.Design4All 
  • Participant technical support (unless included in the project scope) 
  • After-hours support without a separate agreement 

6. Customer Responsibilities 

You agree to: 

  • Provide timely and clear information related to your support request 
  • Nominate one or more contact people for support communication 
  • Maintain your own internal IT systems and internet connections as required to access shared platforms 

7. Data Security and Privacy 

Any personal or sensitive data shared during support interactions will be handled in accordance with our [Privacy Policy] and relevant Australian and Queensland privacy laws. We may log support requests and resolutions for quality and audit purposes. 

8. Amendments to Support Terms 

These Support Services Terms may be updated by Co.Design4All from time to time. Changes will be communicated to active customers or included in future engagement proposals. 

9. Contact and Escalation 

For escalation of unresolved issues, contact: 

Operations Lead 
Codesign 4 All Pty Ltd 
Email: hello@codesign4all.com 
 

10. Acknowledgement 

Use of Co.Design4All’s support services confirms that you have read and agree to these Support Services Terms. Where applicable, support arrangements should also be referenced or included in your service contract or statement of work.