Types of incidents
Result claims
Athletes disputing their time or ranking.
Refund requests
When the organizer and athlete cannot reach an agreement.
Unauthorized changes
Data modified without the athlete’s authorization.
Technical issues
Platform failures reported during the event.
Management flow
1
Intake
Incidents arrive from: the athlete, the organizer, or automatic system alerts.
2
Classification
Assign priority (High / Medium / Low) and type.
3
Investigation
Check the audit history, payment logs, and attached evidence.
4
Mediation
Contact the parties involved. Log every interaction on the case.
5
Resolution
Issue a final decision and apply actions (refund, data correction, etc.).
6
Closure
Notify the parties and close the case with complete documentation.
Escalation
Cases beyond your scope can be escalated to:- Rocky Global legal team.
- Operations management.
- Advanced technical support.