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V.1.0 – Published December 12, 2025
1. Introduction
This Service Description document outlines the consulting services that Level Access will provide to the Customer (“Services”). The Services are provided subject to and governed by the terms and conditions of the applicable Master Services Agreement (whether executed separately or incorporated by reference, including via hyperlink), Order Form, and Statement of Work, and shall commence and continue for the duration set forth in the governing agreements.
2. Scope of Services & Deliverables
Service Overview:
The Accessibility Support service provides customers with on-demand access to Level Access Accessibility Consultants to help address accessibility questions, development challenges, and implementation needs. This service is designed to provide timely guidance across design, development, and testing—helping teams stay aligned with accessibility best practices and the Web Content Accessibility Guidelines (WCAG).
Support is delivered through two flexible, expert-led channels:
A. Email-Based Technical Support
Customers can submit questions through email or via the Level Access support platform (e.g., Zendesk intake form). A Level Access Accessibility Consultant will respond with tailored written guidance. This option is ideal for resolving quick-turn questions that do not require a live discussion.
Common topics include:
- Clarifying how to apply WCAG success criteria to real-world scenarios
- Providing code-level feedback on components or functionality
- Answering questions related to specific audit-identified issues and offering remediation best practices
- Recommending tools, workflows, or QA processes to support accessible development at scale
B. Live Consultation Sessions
Customers can schedule 30-minute sessions with a Level Access Accessibility Consultant to address accessibility questions or challenges in real time. These sessions offer focused support for high-priority topics that benefit from live discussion.
Common use cases include:
- Reviewing remediation strategies for issues identified through audits or testing
- Interpreting and prioritizing issues based on severity, user impact, and business risk
- Providing guidance on the technical interpretation of overall digital asset compliance using the results of a delivered audit
Deliverables:
Customers have access to multiple support channels to meet their accessibility needs, including live consultations, technical email guidance, and on-demand tools and resources. We encourage customers to begin by exploring these self-guided resources, which are available anytime and designed to address many common accessibility questions:
- Level Access AI-powered accessibility tools
- Access to our Resource Library
- The Level Access eLearning platform for accessibility fundamentals and role-specific training
3. Scheduling & Submission
Requests for Accessibility Support (both email and live consults) should be submitted through the Level Access Platform or via Zendesk Intake Form.
4. General Customer Obligations, Assumptions and Exclusions
Level Access obligations, and the Services, are subject to Customer complying with the Customer obligations, assumptions and exclusions listed below.
Customer Obligations:
To make the most of the Accessibility Support service, customers are expected to first explore available on-demand resources before submitting a support request. These include the Level Access AI-powered tools, Resource Library, and eLearning platform, which may provide immediate answers to many common questions.
If customers are unable to find the information they need through the available on-demand resources, they may then engage Accessibility Support via email or live consultation. The following obligations apply to each method of engagement:
For Email-Based Technical Support:
- Provide relevant context, such as screenshots, code snippets, or references to audit findings
- Submit requests through the Level Access Platform or Zendesk Intake Form
For Live Consultation Sessions:
This service is designed for targeted, high-impact support and is best suited for specific use cases that benefit from real-time discussion—such as interpreting complex issues, planning remediation, or addressing priority blockers. While the service is provided on an access-as-needed basis, most customers typically find 2–5 consultations per year sufficient to support their accessibility program goals.
- Provide any relevant background materials (e.g., documents, links, or designs) at least 3 business days before the scheduled session
- Notify Level Access of any cancellations or changes at least 4 hours in advance
- Adhere to the scheduled 30-minute session length
Assumptions:
- Customers are encouraged to first use Level Access’s on-demand support resources (AI-powered tools, Resource Library, and eLearning platform) before submitting a request for email or live consultation support.
- Email-based technical support is intended for focused, single-topic questions. Broader or strategic topics may be better suited for a live consultation session.
- Live consultations are best used for high-value topics such as interpreting complex WCAG issues, prioritizing remediation, or addressing blockers requiring real-time discussion. Once a request for a meeting is initiated by the customer, Level Access will open a Zendesk ticket with a Calendly link for the Customer to book the Live Consultation. The Customer is expected to schedule the Live Consultation within thirty (30)days of the ticket request. If the scheduling does not occur within 30 days, Level Access will close the Zendesk ticket and a new ticket will be required to be open by the Customer.
- After Level Access responds to a technical email question, the Zendesk ticket will remain open for up to three (3) business days to allow for any follow-up questions related to the original request. After this period, the ticket will be closed. Customers may submit a new ticket as needed and are encouraged to reference the original ticket number if the inquiry is related.
Exclusions (applies to both services):
The following are not included as part of the Accessibility Support service:
- Legal advice or representation
- Full UX/UI design consulting — for accessibility input on design files, please refer to our (Link) Design Evaluation Services
- Live meeting-based testing — Level Access does not perform accessibility testing during live customer meetings. All testing is conducted independently and results are delivered through documented reports and consultations.
5. Fees and Payment
Direct Purchases: If the Customer purchases Services directly from Level Access, payment terms are governed by the applicable Master Services Agreement (whether executed separately or incorporated by reference) and Order Form.
Partner or Affiliate Purchases: If the Customer purchases Services through an authorized partner or affiliate, payment terms are governed by the agreement between the Customer and the partner or affiliate.