Support Policy

This Accessible Web Support Policy (“Support Policy”) accompanies the Accessible Web Terms of Service, available at https://accessibleweb.com/legal/terms-of-service/ or a successor URL (the “Agreement”) entered into between you (“Client”) and Accessible Web. Capitalized terms used in this Support Policy that are not defined herein have the meanings given to them in the Agreement.

Accessible Web offers support services for the Accessible Web Hosted Platform (“Support”) in accordance with the following terms:

Support Hours

Support and Accessibility Specialist access is provided Monday – Friday, 9am – 5pm EST, during business days. A business day means a day except for Saturday, Sunday or any other day on which banks located in the State of Vermont are authorized or required to be closed for business.

RAMP Pro+ subscribers are entitled to receive up to four (4) hours of services and/or support within a calendar month.
RAMP Pro subscribers are entitled to receive up to two (2) hours of support within a calendar month.
A11y Partner Program Pro clients are entitled to receive up to four (4) hours of services and/or support within a calendar month.
A11y Partner Program Light clients are entitled to receive up to two (2) hours of services and/or support within a calendar month.

Services rendered beyond the allocated hours for each respective client type within a calendar month will be subject to additional fees and require prior written approval from both parties.

Incident Submission and Client Cooperation

Client may report errors or abnormal behavior of the Accessible Web Hosted Platform (“Incidents”) by contacting Accessible Web in the Accessible Web Hosted Platform via the Accessible Web Messenger or via email at [email protected]. Client will provide information and cooperation to Accessible Web as reasonably required for Accessible Web to provide Support. This includes, without limitation, providing the following information to Accessible Web regarding the Incident:

Aspects of the Services that are unavailable or not functioning correctly, including examples
Incident’s impact on users
Start time of Incident
Wording of any error message
Relevant log files or data
List of steps to reproduce Incident

Exclusions

Accessible Web will have no obligation to provide Support to the extent an Incident arises from: (a) use of the Accessible Web Hosted Platform by Client in a manner not authorized in this Agreement or the applicable Documentation; (b) any infrastructure (including, for example, Client’s hardware, network, or database) or third-party software not included in the Accessible Web Hosted Platform; (c) third party systems, acts or omissions; or (d) general Internet problems, force majeure events or other factors outside of Accessible Web’s reasonable control. If it is not readily apparent whether an issue is due to one of these exclusions, Accessible Web will advise the Client in advance that further investigative work is needed to determine whether the issue is covered by Support or will result in additional charges.

Incident Response

Accessible Web’s Support personnel will respond to incidents according to our Incident Response Plan (https://accessibleweb.com/legal/incident-response-plan/).

For the avoidance of doubt, Accessible Web’s Support shall not include any on-site services or any support services or responses directly to any of Client’s own users. Customer shall be solely responsible providing any on-site and/or direct support to all Client users.

Legal Support

Legal Support Definition: As part of our Accessible Web RAMP Pro+ subscription, our Legal Support service provides comprehensive assistance, partnering with your legal counsel, to help your website and digital teams comply with accessibility laws and standards. This includes:

Consultation with Legal Counsel: Proactive consultation with legal counsel on policy development to ensure alignment with accessibility regulations.
Contract Language Advice: Providing proactive advice on contract language to ensure third-party compliance with accessibility standards.
Regulatory Advising: Advising on relevant regulations such as ADA, Section 508, AODA, and EAA to ensure your digital presence meets legal requirements.
Affidavits of Accuracy: Supplying affidavits verifying the accuracy of accessibility work documented in the RAMP platform.
Supporting Barrier Resolution: Supporting your team in resolving barriers identified in feedback submissions and accommodation requests.
Legal Complaint Resolution Plan: Assisting in creating a legal complaint resolution plan in collaboration with your legal counsel to address and resolve accessibility issues effectively.

Limitations: Please note that while engaging with Accessible Web, our ability to provide direct legal support is limited. We can:

Advise Your Legal Counsel: Provide guidance and support to your legal counsel on achieving a resolution and creating a plan to address accessibility issues.
Proactive Recommendations: Make proactive recommendations based on web accessibility best practices and our experience with other clients to help you stay ahead of potential issues.
Implementation Support: Assist in implementing best practices and remediation plans to ensure compliance and improve accessibility.

However, it is important to note that final legal recommendations and actions should be made by your qualified legal counsel. Our role is to support and advise, ensuring that your digital assets are aligned with accessibility standards and legal requirements. For specific legal advice and actions, always consult with your legal counsel.