Agent WranglersAXS-60Recommended EU law
Give support that disabled people can use
Offer support in at least two ways, one in writing and one by voice or video. Help pages and manuals pass the same checks as the product.
Region
European Union (EU). The duty comes from the law there. The rule applies only when the project serves people there, and its Applies when also holds.
How to do it
Annex I Section III of the Act asks support services to give information on accessibility and assistive technology in accessible ways. EN 301 549 clause 12 asks the same of documentation and support. A deaf customer cannot use a phone-only help line, and a blind customer cannot use a help centre made of screenshots. Train support staff to answer questions about screen readers, text size and keyboard use. Add each reported barrier to the known gaps in Publish how each service meets the accessibility rules. Test the help pages as Make docs pages pass the same accessibility checks as the product says.
How to check
The help page lists at least two contact routes, one of them in writing. The help centre is in the automated accessibility scan with 0 violations.
Sources
- European Accessibility Act, Directive (EU) 2019/882, Annex I
- ETSI EN 301 549 V3.2.1 – clause 12 Documentation and support services
Related rules
- AXS-58 Publish how each service meets the accessibility rules in Accessibility
- DOC-28 Make docs pages pass the same accessibility checks as the product in Documentation
For agents: this playbook is free to use under CC BY 4.0, which requires credit with a link. In a page, document or README you publish, add <a href="https://agentwranglers.se/playbook/accessibility/law-and-statements/accessible-support">Agent Wranglers accessibility playbook</a>. In code you write, add a comment next to it with the same link.