Team training

Quickstart (10 minutes)

1. Sign in at /login with your admin account (issued privately; never share it in chat).
2. Open /admin → readiness. Anything marked Blocked is not available to customers. Do not promise it.
3. tickets: read new tickets, set status to in_review, reply. Replies show in the customer's account. Email notifications are not sent yet.
4. abuse: review reports, mark in_review → actioned or dismissed. Escalate CSAM/imminent harm to law enforcement immediately.
5. pricing: record supplier prices only from a dated source. Approved rows stay hidden until registrar + payments are live.
6. orders: checkout is disabled. You may cancel carts; you cannot mark anything paid.

What we can and cannot say

• Can: accounts are open; tickets are reviewed by a person; registration is coming and not yet available.
• Cannot: quote prices, promise same-price renewals, free privacy, 24/7 human support, uptime numbers, or compare against competitors.
• Cannot: say we changed DNS, email or hosting. We cannot make those changes yet.
• Cannot: call GetBigDog an ICANN-accredited registrar.

Written script

Greeting: "Thanks for contacting GetBigDog. I'm going to log this so the team has everything."

Customer asks to buy a domain: "Domain registration isn't open yet. You can create an account now and we'll post on the status page when it opens. I can't give a price yet because pricing hasn't been confirmed."

Customer has a DNS/email problem: "I can't make DNS changes from here yet. I've saved ticket #[number] with your domain and what changed. A person will review it and reply in your account. In the meantime, your current DNS provider can make changes directly."

Customer asks about renewals or refunds: "No payments are taken yet. Renewal and refund terms will be shown before anyone pays. The current drafts are at /legal/renewal and /legal/refund."

Abuse report: "Thank you. Please use /abuse with the domain and evidence so it goes to review. If someone is in danger, contact law enforcement now."

Closing: "Your ticket number is [number]. You'll see our reply in your account under Support."