In this guide
Ask a scoped questionRecord the source alongside the ruleAvoid importing conventionsReview before reuseAn account condition can change or apply only to a particular offer. Preserve the provider’s confirmation with its scope and date rather than copying a short answer into a universal rule. This matters for device changes, early renewal, credit consumption and permissions.
Ask a scoped question
Describe the exact service action, selected term and intended configuration. A broad answer about accounts may not address a renewal or a particular device plan. Ask what date or offer the answer applies to when that distinction matters. Keep unanswered conditions visibly pending.
Record the source alongside the rule
Use the provider conversation or published page reference, checked date and relevant account/order. Distinguish the provider’s words from the team’s operational summary. A summary can be concise without extending the claim beyond its scope.
| Field | Why it matters |
|---|---|
| Condition | Which rule was confirmed? |
| Action/configuration | Where does it apply? |
| Source and date | What supports it? |
| Effective period | When is it applicable? |
| Review trigger | What change requires a new check? |
Avoid importing conventions
Do not fill a missing Dream credit conversion, expiry or connection allowance from another provider’s documentation. An old offer in another currency also does not establish the current rule. Use the actual confirmation for the exact action.
Review before reuse
When preparing a later quote or handover, check whether the offer and scope still match. If not, ask for a current answer. Keep historical confirmations as historical evidence where useful, while marking the current operational rule clearly. This record design does not create permissions or guarantee that a condition will remain unchanged.
Questions about this guide
Does an agent’s remembered answer count as current confirmation?
Use it as a clue to locate the original source, not as the sole basis for a material claim. If the source or applicability cannot be established, ask the provider again and keep the condition pending until clarified.