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About Us

Our core values

Core Values

Be Here To Help

Our members and your teammates are counting on it.
  • Use every opportunity to help our members as an opportunity to make the world a better place
  • When a team member could use some help, whether it’s asked for or not, make it happen
  • Regardless of what you do on the Better Impact team, look everywhere for ways we can improve
  • Listen to member feedback and pay attention to their needs

Be Caring

Everything comes easier when you truly care.
  • Care about every part of your job like it matters to others… because it does
  • Care that our members accomplish what they dream of accomplishing
  • Care about helping make a positive impact in the world… because you do
  • Care about the people around you that support you in too many ways to list
  • Care for yourself

 

Be part of something bigger

If all we wanted was a paycheck, we could get that anywhere.
  • Visualise the multitude of great things our members do
  • Remember that everything we do gets amplified through our members
  • Leverage our knowledge and skills throughout the community, including with those who don’t subscribe to our software

 

Be trustworthy

Being someone others can count on helps everyone reach higher.
  • Be honest to yourself and to all others you deal with, even if the news is not good
  • Act with integrity
  • Ensure your actions and decisions are ethical, fair, consistent and for the greater good
  • Communicate openly and transparently
  • Manage expectations accurately
  • Follow through on what you say you’ll do

 

Be Human

Screw up, celebrate, adapt, grow, connect…it’s all part of being human.
  • Make mistakes and learn from them
  • Celebrate success
  • Adapt to change and look for ways to grow personally and professionally
  • Let your personality shine through at work
  • Recognise that you work with other humans, who also make mistakes, deserve celebration, have insecurities, have great days and bad ones…

 

Be courageous

It takes us all to new places as individuals, as members and as a company.
  • Challenge the status quo and find new ways to foster growth as a community, a company and individually
  • Take risks
  • Fail sometimes and do not fear it
  • Own your mistakes and don’t hide from them – You and others can learn from them

 

 

Better Impact Privacy Principles

Privacy is ingrained into all aspects of our product design and customer engagements.

The following are the elements of the Better Impact Privacy Principles and are the core drivers of our privacy practices:

data protection

Our Service Level Agreement

Our Commitment to You

Support Team

System Availability

We are committed to providing you with a reliable platform that is consistently accessible. We warrant that with the exclusion of planned software updates and server updates for which you will have at least 24-hour notice, the system will be available to you at least 99.95% of the time. We refer to this as our uptime.

 

Compensation if System Availability Goes Below 99.95%

If in any given month, uptime falls below 99.95%, the following credit will be issued based on the annual fee prorated to one month and the amount of the availability degradation as follows:

Compensation Chart

Availability Exclusions from Our SLA

Anything arising from factors that are not under our control is not covered by our SLA. These include, but are not limited to, an inability to access the internet from your computer for any reason and an inability to access our servers from your computer due to hardware or software settings in your technology environment. Basically, if other members can access the system, the system is not considered down.

 

Member Support

Support Availability

Support for administrators in the software is available from 9:00 AM Monday through to 11:00 PM Fridays, except on statutory holidays in Australia.

  • Tier 1 Support will operate to provide a mean first response time guaranteed to be under 15 minutes (historically under 6 minutes for the past 12 months).
  • Tier 2 Support is available within 1 business day for issues not related to system accessibility.
  • Tier 3 Support is available within 2 business days for issues not related to system accessibility.
  • Tier 3 Support will be engaged within 10 minutes if the system goes down unexpectedly.

Support Tiers

  • Tier 1: Questions that include, “How do I…”, “Where do I..”, or “Can I…”. Support answers may include assistance referencing the most helpful support article or video.
  • Tier 2: Questions involving best practices
  • Tier 3: Questions regarding our API and other highly technical issues as well as data protection

Support Delivery

Support may be made available via chat within our software and on our help pages, via a web meeting set up in real time during a support session, via email at support@betterimpact.co.nz, and via telephone on 03 659 0128 x2.

Limitations on Support and the Support SLA

  • Although many support queries can be handled without access to your data, support that does require access to your data may not always be available if you have restricted the access to your data to Better Impact team members in Canada.
  • To maintain our mean first response time of less than 15 minutes, support sessions through any of the delivery channels may need to be limited to 15 minutes.

Last updated – August 24 2020

 

 

Contact us


Book a meeting with Didier, our Software Sales Advisor.

Give us a call:

03 659 0128

Considering using our software?

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Looking for support using the administrator platform?

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Have a billing question?

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Better Impact Pty Ltd
Mailing Address:
PO Box 49
St. Agnes
South Australia 5097
ABN 45 145 021 978

 

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