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Service Description: Demand Letter Review

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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 Demand Letter Review service is designed to help organizations respond to legal claims—such as demand letters or court filings—related to digital accessibility. This service provides expert testing, documentation, and strategic guidance to evaluate the validity of the accessibility issues raised in the claim.

Each issue is reviewed and tested by an experienced Assistive Technology (AT) user who uses tools such as screen readers, magnifiers, or alternative input devices. The tester evaluates whether the identified issues represent actual accessibility barriers, based on the Web Content Accessibility Guidelines (WCAG) or other applicable standards such as EN 301 549.

All findings are documented in a confidential report, which includes:

  • The original issue identified in the legal claim
  • The specific WCAG success criteria used to evaluate the issue
  • A clear result indicating whether the issue:
    • Meets WCAG standards,
    • Is confirmed as a violation, or
    • Is not applicable under WCAG
  • For any confirmed violations, the report provides actionable remediation recommendations to help address the issue.

The report offers a summary, combining technical validation and real-user feedback to guide legal or compliance response efforts.

A 30-minute live consultation with a Level Access Accessibility Consultant or Legal Subject Matter Expert (SME) is included at the request of the customer. During this session, the consultant walks through the findings, helps interpret the results, and supports the organization in developing a thoughtful and informed response to the demand.

Service Activities:

The Demand Letter Review service includes the following activities:

  • Claim Review and Testing: Level Access will review issues included in the demand letter or court filing. When more than 20 issues are identified, we will focus testing on up to 20 of the most relevant and impactful issues. This targeted approach aligns with best practices and is typically sufficient to assess the overall validity and defensibility of the claim.
  • Standards-Based Evaluation: Each issue is assessed against relevant accessibility standards (such as WCAG 2.2) to determine if it meets compliance, is a confirmed violation, or is not applicable.
  • Real-User Validation: Testing is conducted using common assistive technologies (e.g., screen readers, magnifiers, keyboard-only navigation) to simulate how users with disabilities experience the issue.
  • Expert Documentation: A Level Access Accessibility Consultant documents the findings in a clear format, including screenshots, outcomes, and remediation recommendations for confirmed barriers.
  • Customer Guidance: The service includes a 30-minute live consultation with a Level Access Accessibility Consultant or additional Accessibility Subject Matter Experts to explain the findings, provide context, and support legal strategy.
  • Defensibility Support: The final report is intended to provide objective, accessibility-focused findings that can help inform the customer’s legal or compliance response strategy. While not legal advice, the report may be shared with legal counsel as part of a broader effort to assess and respond to the accessibility claims.

 

3. Scheduling & Submission

Demand Letter Review Requests are submitted through the platform or directly through Zendesk Service Intake Requests.

 

4. General Customer Obligations, Assumptions & Exclusions

Level Access obligations, and the Services, are subject to Customer complying with the Customer obligations, assumptions and exclusions listed below.

Customer Obligations

  • The customer must provide the full documentation related to the claim—such as a demand letter, legal filing, third-party report and e-mails—as soon as it is received.
  • The customer must also provide any necessary access to the digital asset(s), including staging environments, login credentials, or permissions required to complete testing.
  • The customer is required to schedule the Live Consultation with the Legal Subject Matter Expert (SME) or Accessibility Consultant withing thirty (30) days of receiving the Calendly link in the Zendesk Ticket. If customer does not schedule the Live Consultation to review the report, the Zendesk ticket will be closed, and a new ticket will be required to be opened by the Customer.

Assumptions

  • If the legal documentation does not include specific, testable accessibility issues, Level Access will determine and test up to 10 key areas of the digital asset—such as the homepage, login process, checkout, or navigation—to help assess the overall validity of the claim.
  • All work will be performed remotely, and it is assumed that the customer will provide timely access to all required systems and materials.

Exclusions

  • This service does not include legal advice or legal representation. All findings are based on technical accessibility testing and user experience feedback.
  • Remediation (fixing of identified accessibility issues) is not included.
  • Testing results apply only to the issues tested as part of the claim and do not represent full accessibility compliance of the entire digital asset.

 

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.