> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rocky.global/llms.txt
> Use this file to discover all available pages before exploring further.

# Incidents and claims

> Manage cases and mediate between athletes and organizers.

## Types of incidents

<CardGroup cols={2}>
  <Card title="Result claims" icon="stopwatch">
    Athletes disputing their time or ranking.
  </Card>

  <Card title="Refund requests" icon="money-bill-transfer">
    When the organizer and athlete cannot reach an agreement.
  </Card>

  <Card title="Unauthorized changes" icon="user-slash">
    Data modified without the athlete's authorization.
  </Card>

  <Card title="Technical issues" icon="bug">
    Platform failures reported during the event.
  </Card>
</CardGroup>

## Management flow

<Steps>
  <Step title="Intake">
    Incidents arrive from: the athlete, the organizer, or automatic system alerts.
  </Step>

  <Step title="Classification">
    Assign priority (**High / Medium / Low**) and type.
  </Step>

  <Step title="Investigation">
    Check the audit history, payment logs, and attached evidence.
  </Step>

  <Step title="Mediation">
    Contact the parties involved. Log every interaction on the case.
  </Step>

  <Step title="Resolution">
    Issue a final decision and apply actions (refund, data correction, etc.).
  </Step>

  <Step title="Closure">
    Notify the parties and close the case with complete documentation.
  </Step>
</Steps>

## Escalation

Cases beyond your scope can be escalated to:

* Rocky Global legal team.
* Operations management.
* Advanced technical support.

## Service level agreement (SLA)

| Priority | First response | Target resolution |
| -------- | -------------- | ----------------- |
| High     | 2 hours        | 24 hours          |
| Medium   | 8 hours        | 72 hours          |
| Low      | 24 hours       | 7 days            |

<Warning>
  Document each incident with clear evidence. Cases with insufficient documentation may be reopened and affect the quality metric.
</Warning>