Score! REFERRAL PROGRAM™ TERMS AND CONDITIONS

Effective June 3, 2024

Eligible employees who participate (“Participant”) in the Score! Referral Program (the “Program”) are required to read, understand and are subject to these Program Terms and Conditions (“Terms and Conditions”), the defined Program process, the Lumen Code of Conduct, and all applicable Lumen policies, and must engage in ethical sales practices.  Questions regarding the Program should be directed to the Lumen Program Management.  Requests for guidance regarding application of the Lumen Code of Conduct to this Program, or inquiries about ethical sales practices, should be shared with your supervisor and raised to the Integrity Line at 1 800-333-8938 or integrityline@Lumen.com.

Suspected unethical sales practices, fraudulent conduct or abuse of the Program, or other violations of the Terms and Conditions should be immediately reported to the Lumen Integrity Line by web form at www.Lumenintegrityline.com, via email at integrityline@Lumen.com, or by telephone (1-800-333-8938).

General Provisions 

The Program encompasses referrals submitted by employees arising from direct contact with a prospective customer who expresses an interest in Lumen, CenturyLink, or Quantum Fiber products or services (including Multi-Dwelling Unit (“MDU”) contract referrals of at least 25 units (“MDU Contract Referrals”)) and includes approved contact through social media (“Direct Contact Referrals”).  “MTU Property Referrals” are a type of Direct Contact Referral for on-net buildings with two or more business tenants.

All referral awards (“Awards”) are subject to audit for accuracy and compliance with the Terms and Conditions prior to payout.

Lumen reserves the right to revise the Program, the qualifying products or services, work group eligibility, Awards, or to cancel the Program at any time, without notice and without any liability or obligation to any employee.  Participation in the Program does not create any direct or implied promise of continued employment. 

Employees who participate in this program are expected to act ethically and consistent with the Lumen Code of Conduct and applicable policies.  Employees who violate or cause others to violate these Terms and Conditions, the Lumen Code of Conduct, or any applicable Lumen policy may face disciplinary action up to and including termination of employment, as permitted by applicable law.  Violations of the Terms and Conditions may require employees to repay Awards made to them or otherwise repay Lumen for any losses incurred.

1. Eligible Employees 

Lumen regular full-time or part-time US-based Active Employees are eligible to participate in the Program (“Eligible Employees”), unless they are in roles that are specifically excluded as described below.  “Active Employee” means a current Lumen employee who is active (as shown in the Lumen HR records system) at both the time of the referral and the time Lumen provides the award to the

Active Employee and complies with the Terms and Conditions.  Active Employee does not include any of the following: anyone whose employment is terminated, either voluntarily or involuntarily prior to the order completing or prior to the time the Award is to be provided; and does not include any Lumen contractor, agent, indirect partner, or vendor.  Former employees and non-employees who are Lumen customers may instead enroll in other Lumen referral programs for which they are eligible.  

A. The following Eligible Employees may participate in Direct Contact Referrals:

1. Active Employees, whose primary job duty is to provide support to CenturyLink, Quantum Fiber, or Lumen business sales and service, who make Qualified Referrals (defined below) of residential Qualifying Products or Services only. 
2. Active Employees, whose primary job duty is to provide support to CenturyLink and Quantum Fiber residential sales and service, who make Qualified Referrals of business Qualifying Products or Services only.
3. Active Employees whose primary job duty is not to support Lumen, CenturyLink, or Quantum Fiber business or residential sales and service and are not otherwise specifically excluded under Section 1.B. below or any other provision of these Terms and Conditions.  

B. The following Active Employees are not eligible for Direct Contact Referrals:

1. Any Active Employee declared ineligible by Lumen, in its sole discretion.
2. Active Employees paid on a commission or sales incentive basis are ineligible with respect to Qualifying Products or Services sold by their respective business unit.  
3. Employees working on behalf of the referral program or Active Employees whose job duties provide sales support to Lumen Program Management and primary job function is within the scope of the Lumen Referral Team are ineligible to participate in the Program - this includes Active Employees with access to the Referral Tool.
4. Active Employees who are light-duty or on medical restrictions and who receive a temporary assignment during which all or most of their time is spent solely engaging in assigned marketing activities such as hanging door-hangers.  This applies to any/all referrals created as a result of that temporary assignment.
5. Technicians and wholesale employees may not discuss Lumen products or services, leave Lumen marketing materials, or make referrals for Wholesale customers.
6. Network Implementation Engineers cannot make MDU Contract Referrals.

 

2. Qualified Referrals.

Eligible Employees must submit Qualified Referrals (defined below) of Qualifying Products or Services (defined below) for Qualified Customers (defined below).  To be a “Qualified Customer,” the customer must subscribe to a Qualifying Product or Service within 30 days of original referral creation date and complete all requirements necessary to validly subscribe to and maintain such Qualifying Product or Service during the service period.  This does not apply to MDU Contract Referrals.  MDU Contract Referrals require a signed contract but there is no timeframe for that.

A. “Qualified Referral” is defined as a referral of a Qualifying Product or Service as defined by Lumen, in its sole discretion (Lumen will make available a current list of “Qualifying Products or Services” on the Program website or other, designated locations), and:

1. is not otherwise included on the Qualified Customer’s Lumen account at the time of the Valid Referral creation;
2. has not been on the Qualified Customer’s Lumen account and then removed from that account in the 90 days prior to the referral creation date;
3. has not been ordered and cancelled prior to full order completion within the past 90 days;
4. is active and bills on the Qualified Customer’s Lumen account at the time of accuracy check. If an order for a Qualifying Product or Service is canceled or the Qualifying Product or Service is removed within 30 days from the order date for any reason or prior to the accuracy check, any Award related to such Qualifying Product or Service may be removed.
   1. Section 2.A.4) does not apply to MTU Property Referrals.  MTU Property Referrals will still be awarded if the Qualifying Product or Service is removed within 30 days from the order date.  
5. results in a net monthly revenue increase to Lumen or is a qualifying HSI copper to fiber download speed upgrade; and
6. in the case of more than one open referral for the same billing account number, including more than one for the same Qualifying Product or Service, the Qualifying Referral will be the first one entered into Lumen systems and accepted by Lumen.
7. Qualified Customers must be advised by a Lumen sales agent working on behalf of the Program (“Sales Agent”) prior to an order being placed about the actual performance, price, or other matters affecting a service (unless they place their own order online, in which case all such matters are disclosed to them in that process). Qualifying Products or Services may never be added to a Qualified Customer’s account without express consent of the authorized party.
8. Qualified Referrals must result in an order being placed either 1) with an authorized Sales Agent or 2) online by the customer himself/herself.  
9. Only one (1) Valid Referral is allowed per Qualified Customer order; e.g., a Qualified Customer order with three (3) Qualified Products or Services will result in one (1) Valid Referral only. 

B. The following are not Qualified Referrals:

1. Referrals made for official Lumen service orders or Lumen-owned and operated facilities;
2. Referrals for services to be retained for less than 30 days (temporary services); 
   1. Section 2.B.2) does not apply to MTU Property Referrals.  MTU Property Referrals will still be awarded if the services are retained for less than 30 days.
3. Any of the following:  referrals for billing corrections, corrections to service orders, requests for repairs, reinstatement of Qualifying Products or Services for any reason (including after discontinuation for nonpayment) or disconnect in error, moving the same Qualifying Product or Service to another location, buried service wire, labor only, and duplicate referrals. However, additional Qualifying Products or Services added at a Qualified Customer’s new service location are Valid Referrals;
4. Multiple HSI speed upgrades on the same customer account within a 90-day period made by the same participant;
5. Speed upgrades within a 90-day period of being awarded for a new HSI sale on the same customer account;
6. Speed upgrade to upload speed only, with no change to the download speed;
7. Package upgrades within a 90-day period of being awarded for a new Voice sale on the same customer account;
8. Referrals of another Active Employee;
9. Wholesale orders;
10. Referrals related to political campaigns, parties, or organizations;
11. Any referral for which the customer’s total net revenue decreases because of a related disconnect order in the immediately preceding 90 days;
12. Referrals of a residential customer who lives in a Multi-Dwelling Unit that is (a) under a bulk billing services agreement with Lumen, or (b) supported in any way by either Instant Internet or CenturyLinkON;
13. Any referrals that come from defacing any Lumen equipment or signage;
14. Any referrals that come from the use of unapproved collateral or marketing materials (approved collateral or marketing materials must be either made available on a website supporting the Program for Eligible Employees’ use or made available to Eligible Employees by regional marketing teams);
15. Any other referrals as deemed invalid by Lumen, in its sole discretion.

C. Additional Qualified Referral Criteria for Direct Contact Referrals Only

1. Lumen has sole discretion to determine which employees may engage in referral activities during the course of their shift or workday.  Lumen may decide that some referral activities at some times are consistent and compatible with some employees’ daily job duties (e.g. field technicians), but not for others (e.g. Mass Markets sales and care employees, etc.).
2. Employees must not engage in any systematic marketing, sales, or advertising activities to get referrals, which include but are not limited to:

• • Engaging in door-to-door canvassing;
  • Putting up door-hangers (except when specifically authorized by management, and non-exempt/hourly employees must only do door-hanging during their work day on paid time);

• • Distributing flyers or putting up signs;

• • Setting up personal sales or referral websites;

• • Advertising or listing in print or online business or service-provider directories;

• • Setting up tables or speaking at community events, churches, schools or government meetings;

• • Doing any direct-mail advertising;

• • Conducting any sweepstakes, contests or lotteries;

• • Engaging in any social media outreach or posting for referrals.  The only permitted social media activity will be for employees to post their Score! QR code and any approved scripting on their personal social media page, directing friends and family where they can go for more information. 

Management employees who become aware any hourly/non-exempt employee is engaging in any of the above activities must immediately report the issue to the Integrity Line.  

 3. Participation in any Direct Contact Referrals outside of normal working hours must only be done by Eligible Employees of Lumen to make referrals of friends, family, neighbors, and other community members, outside of the course of Lumen business (unless otherwise allowable under the Terms and Conditions), and otherwise in compliance with the Program Terms and Conditions.    

 4. Participation in Direct Contact Referrals outside normal working hours is strictly voluntary, and job performance, ratings and compensation shall not be based on participation.  Engagement in the Program outside normal working hours is strictly for each employee’s own personal benefit.

 5. Employees are strictly prohibited from utilizing, causing, or facilitating the inappropriate use of customer leads or other customer data for this Program.  Employees are prohibited from participating in this Program in any manner that constitutes a conflict of interest or other unethical sales practice.  

 6. The usage of the Score! Program will be monitored, and concerns regarding conflicts of interest, unethical sales practices, program abuse or other program violations will be escalated for further review and investigated, as appropriate, by management, HR or the Integrity Line team.

3. Referral Process Requirements 

1. Referral Submissions.  Participant is responsible for choosing the most appropriate way to have the referral created and worked within the existing creation options. Participant should choose only one (1) of the following submission methods per order.
   • Residential.  Referrals may be submitted via TechServe App, online at referrals.lumen.com, by sharing your QR code with your friends and family, or by calling Score! at 844-833-0077 for a Sales Agent to speak directly with a potential customer in which case a customer must reference the Referrer’s referral code when placing a Qualified Order with an authorized agent working on behalf of the Program for the referral to be associated with the order. For Pending Order Corrections, referrals should be submitted, on the Participant’s behalf, by the Sales Agent writing the pending order correction.  
   • Business.  Referrals may be submitted via TechServe App, online at referrals.lumen.com, directly to the assigned account manager, or by calling Score! at 844-833-0077 to submit your referral. Referrals for Small Business may also be submitted by calling Score! at 844-833-0077 for a Sales Agent to speak directly with a potential customer.  For Pending Order Corrections, referrals should be submitted, on the Participant’s behalf, by the Sales Agent writing the pending order correction.
2. An order can only be rewarded as a referral for one referral program with which the order was associated. If the order is placed outside of a Score! Sales channel (i.e. through a customer-to-customer referral program or by an indirect sales partner), the referral will be granted to the referring customer or partner, not the Active Employee, regardless of which referral was created first. 
3. Valid Referrals may not be split between or among Active Employees.  Only the Active Employee who receives the Qualified Customer’s consent may submit the referral.
4. Valid Referrals may include a product or service that is not a Qualifying Product or Service if the Valid Referral includes at least one Qualifying Product or Service.
5. The Sales Agent must conclude any and every Valid Referral of a Qualifying Product or Service, explaining, as appropriate, the functions, features, price, etc., to the customer. All orders associated with Valid Referrals must be written by the Sales Agent or submitted by the customer via online resources listed above.
6. To the extent allowed by applicable law, if a Participant does not dispute or inquire as to the status of a referral submission within six (6) months of the referral closure date, the Participant will have waived the right to dispute or make further inquiry with respect to the referral submission. Lumen Program Management will make all decisions regarding the Program, including process decisions and Award eligibility. Lumen Program Management is the sole judge in interpreting all aspects of the Program, and any disputes that may arise regarding the Program.  All its decisions are final and cannot be appealed.  No contract rights are created by the existence of or participation in the Program.  Lumen Program Management reserves the right to audit and validate any referrals prior to anyone participating in the Program or any Awards being issued. Questions regarding the Referral Process Requirements or any other portion of the Terms and Conditions should be directed to Lumen Program Management at SCORE!@Lumen.com.
7. Referrals are subject to monitoring and audit.    

 

4. Disclosure Restrictions.  Lumen employees, including Active Employees, may not share information related to the Program with any person, including other employees, for referral purposes or financial gain.  Lumen employees, including Active Employees, may not share or agree to share anything of value with a potential customer in exchange for the referral or the customer’s purchase of any product or service.  

5. CPNI Requirements.  Lumen employees, including Active Employees must:

1. understand and follow all applicable Customer Proprietary Network Information (CPNI) rules, including obtaining customers’ consent;
2. not use CPNI to identify prospects of potential services and products, unless specifically and expressly permitted by Lumen’s CPNI methods, practices, and policies;
3. not use non-public company systems, Connect America Fund (CAF) internet lists or facilities to suggest the availability of a product or service;  
4. not use Lumen systems to gain knowledge of customer accounts or make referrals based on information in Lumen systems;  
5. use only the following approved systems/applications in identifying a customer’s referral opportunity: 
   1. Loop Qual
   2. ASSIA
   3. FORTE
   4. Wire Center
   5. Poll DSLAM (excluding LIST VIEW.png)
6. not use the proprietary information of another carrier in any way; and follow all relevant Lumen guidelines and rules relating to CPNI, other carrier information, and/or customer information belonging to other carriers.

6. Product and Marketing.  

1. Outbound telemarketing, door-to-door sales, and/or other promotional advertising by any employee is prohibited under this Program.  Any Program collateral not expressly permitted by the Terms and Conditions must be approved in advance and in writing by Program Management.   Pre-approved Program collateral is available on CMS and from Field Marketing Managers. 
2. Active Employees, who provide support to Lumen wholesale sales and service or Lumen network, must follow current rules of engagement for interacting with Lumen wholesale and CLEC customers. 
3. Active Employees may generally discuss company services and products, but may never make representations, claims or offers or otherwise characterize any company service, product, term, condition, tariff, price list, catalog terms or other such matter.

7. Awards and Redemption. Awards will be provided within six to eight weeks of completing an accuracy review to Active Employees on a reward card (“Reward Card”). Initial Reward Card will be mailed to the Active Employee’s home address on file with HR at the time of award distribution. Future Awards will be loaded to the Reward Card on or around pre-determined Awards dates.  An Award payout calendar is available on the Program website.   An Active Employee’s use of funds or other consideration loaded onto the Reward Card is subject to all terms and conditions of the applicable cardholder agreement that applies to the Reward Card. Refer to that Cardholder Agreement or the Program website for the applicable terms and conditions.   Should the card become lost or stolen, Active Employees should contact Cardholder Customer Service at 1 877–227–0956 immediately. Active Employee’s Personal Identification Number (PIN), the full alpha–numeric SAP ID, is required for validation. Active Employees who leave Lumen must spend the balance on their Reward Cards by the expiration date on the front of the card. Lumen and its affiliated companies are not liable for products or services acquired using the Reward Card.  By receipt of any awarded merchandise or travel, the Active Employee agrees to release and hold harmless Lumen and its affiliated companies from liability and damage resulting from malfunction, injury, death, loss or any other liability that may arise from that Active Employee’s use of merchandise or travel awards purchased using the Reward Card.  For each Active Employee, a transaction summary is generated and available online at the Program website during which Valid Referral activity occurs that describes how much additional value has been added to the Reward Card.

 

8. Award Taxation.  All Awards under the Program are taxable to the Participant and subject to the applicable federal, state and local income taxes (if applicable), and employment taxes (i.e., FICA and Medicare).  As an additional benefit to Participants, Lumen will provide to each Participant a “Tax Gross-Up” intended to cover the approximate amount of taxes due on the Award.  Participants remain ultimately and solely responsible for their income tax liability and other applicable taxes, including any taxes in excess of the Tax Gross-Up provided by Lumen. The value of the Award and the Tax Gross-up will be reported as income and subject to appropriate tax withholdings. Payroll statements will include a heading of “Prizes and Awards” (or language to that effect) and detail the Award. The Tax Gross-Up will appear on the Participant’s pay statement as Tax Assist in the Earnings and Other Payment Section of the pay statement. The income from an Award and the Tax Gross-Up will be reported on each Active Employee’s paystub for the pay period in which the Award is processed by Lumen payroll and Form W-2 for the corresponding year.  Generally, Valid Referral orders which complete from the 1st to the 15th of a month are paid on or about the 5th day of the following month. Valid Referral orders that complete on the 16th to the end of a month are paid on or about the 20th of the following month.  Each Participant is responsible for understanding the impact which Awards earned during a calendar year may have on the Participant’s overall taxes.

 

9. Biographical Release.  You agree that Lumen may use your name, likeness, photograph, job title, statements, voice and any other information regarding your participation in the Program (collectively, “Your Likeness”) without compensation to you in connection with the following: Lumen’s employee-accessible websites, including but not limited to the Program website and employee intranet websites and on emails, newsletters and other publications targeted to Lumen employees for the purpose of promoting and informing others about the Program. You agree to waive any right you may have to inspect or approve the use of Your Likeness by Lumen.  In addition, you waive all intellectual property rights, privacy/publicity rights and other legal or moral rights that might preclude Lumen’s use of Your Likeness, and you agree not to sue or assert any claim against Lumen relating to its use of Your Likeness.

 

10. Social Media Policy 

1. When posting on social media about the Program, employees must identify themselves as a Lumen employee.
2. All social media activity regarding the Program must comply with Lumen’s social media policy.  For information about the social media policy, visit the social media page on the Lumen intranet; you may also email the Lumen social media team at socialmedia@Lumen.com with any questions.