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CSR Escalation Contacts

1st Level:          CSR Coordinator, 251-662-1532
2nd Level:         CS Manager, 251-662-1532

3rd Level:          CS Director, 251-662-1532

Local Service Requests (LSR) & Local Number Portability (LNP) Procedures

Please obtain the Customer Service Record (CSR) prior to submitting a Local Service Request (LSR) to Harbor. The gaining LEC/CLEC will need to check in NPAC to verify Harbor's SPID (9826), or check the LERG if no active NPAC record is found. If the telephone number(s) belongs to Harbor (SPID 9826), we will need a typed, manual Local Service Request (LSR) using LSOG version 6 submitted via fax or e-mail (see below).

LSR Submissions, Responses and Interval Guidelines

LSRs conforming to OBF guidelines should be submitted via fax to 251-445-0655 or via e-mail to hc-prov@harborcom.com during normal business hours (8am - 5pm CT, Monday through Friday, excluding the holidays listed above).

Harbor's targeted interval for returning a response (FOC or clarification) to an LSR is 3 business days. Responses will be returned to the initiator indicated on the LSR via the method of submission (whether by fax or e-mail, but not both). If preferred method of response is other than that by which the LSR is submitted, please specify.

The following Interval Guidelines should be used to determine the Desired Due Date (DDD) for your LSR. These are overall intervals which include the initial response period.

Number of Business Lines                                    Due Date Interval

1 - 20 Business Lines                                                7 Business Days

21 - 40 Business Lines                                              10 Business Days

40+ Business Lines                                                   Negotiated Due Date

Per the interval guidelines above, the due date on your LSR must be a minimum of 7 business days from the day it is submitted. LSRs received after 3:00 pm Central Time will be considered received the following business day.

A firm order confirmation (FOC) will be issued if Harbor determines that the LSR has no errors or discrepancies. A due date will be issued on the FOC based on the interval guideline above.

Clarifications will be issued for LSRs containing errors, discrepancies or incomplete information. Clarified LSRs must be revised and re-issued using a new version and new desired due date based on the interval guideline above. Should clarifications not be addressed within 10 business days, the PON will be aged off and a new PON submission will be required.

Partial Port Outs: If requesting a partial port for a customer, please note "Partial Port" in the remarks section of the LSR.  Please also clearly identify any numbers/services to be disconnected. Any numbers not ported and/or listed on the disconnect form will remain active with Harbor and will be billed to the customer by Harbor. If the customer's BTN is to be ported, the new BTN for the lines remaining with Harbor must be specified on the LSR as well.

Disconnected Telephone Numbers: Harbor will only allow port outs on active telephone numbers.

NPAC Activation of TNs: The gaining carrier must build an NPAC subscription for the numbers to be ported a minimum of 18 NPAC business hours prior to the due date. This will ensure that lines can be activated in NPAC without concurrence from Harbor. Note: Harbor will not "push" telephone numbers to the gaining provider. If numbers are not ported on the FOC date, Harbor must receive a supp within 24 hours; otherwise, the order will be canceled.

Supplemental Orders: Supplemental orders to identify changes in due dates, or changes or corrections to information provided on the original order, can only be sent after the original order has been confirmed. Supplemental orders should reflect a new due date based on intervals above.

Missed Appointments: If lines are not ported on the confirmed due date, the order will be placed in missed appointment status. The LSR will be cancelled after 10 business days from original LSR FOC if a new desired due date is not requested by submitting a supplemental LSR.

Directory Listings: Listings will be removed within 10 business days after order completes. Carriers are responsible for listing the customer with the appropriate directory assistance providers and publishing companies.

Checking the Status Of An LSR

Carriers may check status of LSR submissions after 72 hours by sending an email to hc-prov@harborcom.com. Responses will be provided within one business day.

Expedites

Expedites may be available depending on workload. Please mark the expedite field on the LSR and place a courtesy call to our Provisioning Group at 251-662-1533 when requesting an expedite. Expedites should only be requested in critical situations, will be considered on a case by case basis and charges may apply.

LSR/LNP Escalation Contacts

1st Level:          Provisioning Department             251-662-1533

2nd Level:         Provisioning Coordinator             251-662-1533

When contacting Harbor for escalation, please have the following information available:

Customer Name and BTN

Date LSR was submitted

Reason for escalation

Contact Name and Number