CUSTOMER EXPERIENCE GUARANTEE TERMS AND CONDITIONS
PLAN PARTICIPANTS
GUARANTEE DETAILS
Human Interest Inc. (“Human Interest”) will meet the following monthly performance standards (the “Guarantee”) for each Plan Participant (“Participant”): (a) 100% of distributions by ACH to the Participant will be initiated within two (2) business days (the date the distribution request is received is day zero (0)); (b) Human Interest will answer 100% of Participant’s calls to Human Interest’s Support line within five (5) minutes during business hours; and (c) Human Interest will provide a non-automated response to 100% of initial inquiries received from Participant through its Support Center within four (4) business hours (the “Performance Standards”). If Human Interest does not achieve the Performance Standards, after all eligibility criteria are met (see below "Guarantee Rules”) and subject to applicable limitations (see below “Guarantee Limitations”), Participant will receive a gift card for $25.00. Participants are only eligible to submit one (1) claim per month. Participants are eligible for a maximum of four (4) successful claims per calendar year. Human Interest is not responsible for, and will not replace, any lost, damaged or stolen gift card or any gift card that is undeliverable, or does not reach the Participant because of an incorrect or changed email address or similar reasons.
GUARANTEE RULES
This Guarantee is valid for Participants who are actively contributing to at least one 401(k) or 403(b) plan administered by Human Interest. To be eligible a Participant must submit a claim through the Support Center within the Participant Dashboard in accordance with the following requirements, (i) claims must be submitted within thirty (30) days after Human Interest’s failure to meet the Performance Standards, (ii) all information requested by Human Interest regarding the claim must be timely provided, accurate, and complete, and (iii) claim and provided information reflects that Human Interest failed to meet the Performance Standards. If Human Interest requests additional information, the Participant must provide such information within three (3) business days or the claim will automatically be rejected. Participants will receive an email notification (at the email address associated with the Participant’s Human Interest account) of whether the claim was approved within ten (10) business days after submission. All claim decisions are final and made in Human Interest’s sole discretion.
The following additional rules apply to the Performance Standards: (1) business hours mean Human Interest’s standard customer support hours of 9:00 a.m. to 5:00 p.m. Pacific standard time on days when the New York Stock Exchange is open for business, except the day after Thanksgiving and Christmas Eve; (2) distribution requests that do not meet eligibility requirements (including but not limited to requests not completed through the Human Interest website, distributions requiring payment methods other than direct deposit, requests with unverified bank account information, and requests requiring additional verification steps) will be excluded from any calculations related to the Performance Standards; (3) system downtime due to scheduled system maintenance, emergency maintenance, or for any other reason will be excluded from any calculations related to the Performance Standards; (4) time associated with delays caused by Participant (including, without limitation, delayed action or response, incomplete or inaccurate information, or requests through unauthorized channels), Participant’s employer (including, without limititation, verifying Participant information), or any third-party service provider (including, without limitation, payroll providers, banks, identity verification services and custodians) will be excluded from any calculations related to the Performance Standards; (5) delays required due to regulatory and compliance requirements (including, without limitation, plans under investigation for compliance violations, plans flagged for suspicious activity, or plans subject to regulatory holds) will be excluded from the any calculations related to the Performance Standards; and (6) time associated with delays caused to force majeure events (including, without limitation, war, natural disasters, pandemics, acts of terrorism, loss of utilities, government restrictions, trading halts, exchange or market rulings, disabling strikes, or any other causes beyond Human Interest’s reasonable control) will be excluded from the any calculations related to the Performance Standards.
GUARANTEE LIMITATIONS
This award is nontransferable and cannot be combined with any other offers.
Human Interest reserves the right to modify these terms and conditions or terminate this offer at any time, including as needed to comply with applicable law.
This offer is not valid for non-US residents, employees of Human Interest and its affiliates, and residents of any jurisdiction where this offer is not valid.
Human Interest offers and awards may be subject to US withholding taxes and reporting at retail value. Taxes related to these offers and awards are the recipient’s responsibility.
This program is administered and offered by Human Interest Inc.
PLAN SPONSORS
GUARANTEE DETAILS
Human Interest Inc. (“Human Interest”) will meet the following monthly performance standards (the “Guarantee”) for each Plan Sponsor (“Customer”): (a) 100% of contributions to the Plan will be processed within five (5) business days of the Customer’s submission of the payroll contribution file or pay date, whichever occurs later (the submission or pay date is day zero (0)); and (b) Human Interest will provide a non-automated response to 100% of initial inquiries received from Customer through its Support Center within four (4) business hours (the “Performance Standards”). If Human Interest does not achieve the Performance Standards in any month, after all eligibility criteria are met (see below "Guarantee Rules”) and subject to applicable limitations (see below “Guarantee Limitations”), Customer will receive a 50% discount on its monthly administrative and per employee fees as reflected on its next monthly invoice. The discount will be applied to the net amount due after all other discounts or credits are applied. If Customer is part of a Controlled Group, the discount will be applied to the monthly administrative and per employee fees applicable to the specific Controlled Group member’s Plan for which the Performance Standards were not achieved. Customers are only eligible to submit one (1) claim per month. The maximum cumulative discount a Customer may receive as a result of this Guarantee may not exceed $5,000.00 per calendar year.
GUARANTEE RULES
This Guarantee is valid for Customers with at least one 401(k) or 403(b) plan administered by Human Interest (a “Plan”) that launched at least three (3) months prior to claim submission. To be eligible a Customer must also meet the following additional requirements, as determined within Human Interest’s final sole discretion: (a) Customer has fully paid any and all invoices that are due and payable as of the date of claim submission; and (b) Customer’s designated Plan Administrator(s) has submitted a claim through the Support Center within the Plan Administrator Dashboard in accordance with the following requirements, (i) claims must be submitted within thirty(30) days after Human Interest’s failure to meet the Performance Standards, (ii) all information requested by Human Interest regarding the claim must be timely provided, accurate, and complete, and (iii) claim and provided information reflects that Human Interest failed to meet the Performance Standards in a particular month. If Human Interest requests additional information, the Customer must provide such information within three (3) business days or the claim will automatically be rejected. Customers will receive an email notification (at the email address associated with the submitter’s Human Interest account) of whether the claim was approved within ten (10) business days after submission. All claim decisions are final and made in Human Interest’s sole discretion.
The following additional rules apply to the Performance Standards: (1) business hours mean Human Interest’s standard customer support hours of 9:00 a.m. to 5:00 p.m. Pacific standard time on days when the New York Stock Exchange is open for business, except the day after Thanksgiving and Christmas Eve; (2) system downtime due to scheduled system maintenance, emergency maintenance, or for any other reason will be excluded from any calculations related to the Performance Standards; (3) time associated with delays caused by Customer (including, without limitation, delayed action or response, provision of incomplete or inaccurate information and submission of information or requests through unauthorized channels) or any third-party service provider (including, without limitation, payroll providers, banks, identity verification services and custodians) will be excluded from any calculations related to the Performance Standards; (4) time associated with delays resulting from regulatory and compliance requirements or concerns (including, without limitation, plans under investigation for compliance violations, plans flagged for suspicious activity, or plans subject to regulatory holds) will be excluded from any calculations related to the Performance Standards; and (5) time associated with delays caused by force majeure events (including, without limitation, war, natural disasters, pandemics, acts of terrorism, loss of utilities, government restrictions, trading halts, exchange or market rulings, disabling strikes, or any other causes beyond Human Interest’s reasonable control) will be excluded from any calculations related to the Performance Standards.
GUARANTEE LIMITATIONS
This discount is nontransferable and cannot be combined with any other offers. The discount will be applied in the form of an account credit; no refunds or cash value will be given for unused credits. The account credit is the sole and exclusive remedy for any failure by Human Interest to achieve the Performance Standards.
Human Interest reserves the right to modify these terms and conditions or terminate this offer at any time, including as needed to comply with applicable law.
This offer is not valid for non-US residents, employees of Human Interest and its affiliates, and residents of any jurisdiction where this offer is not valid.
Human Interest offers and awards may be subject to US withholding taxes and reporting at retail value. Taxes related to these offers and awards are the recipient’s responsibility.
This program is administered and offered by Human Interest Inc.
