Service Description: Document Remediation

V.1.0 – Published October 30, 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:

Document remediation is the process of modifying and enhancing digital documents, so they are usable by everyone, including people who rely on assistive technologies like screen readers, magnifiers, or voice recognition software. This involves correcting structural, navigational, and content issues to ensure that documents are perceivable, operable, and understandable by all users.

The document remediation service is designed to make digital documents accessible and compliant with key accessibility standards, including WCAG 2.2 AA, EN 301 549, and PDF/UA.

Level Access supports a wide range of documents in both English and non-English languages to help ensure document accessibility across the most used formats. Supported formats include:

PDF (Portable Document Format)
Microsoft Word
Microsoft PowerPoint
Microsoft Excel
Adobe InDesign
Google Sheets
Google Docs

Service Activities:

The scope includes, but is not limited to, the following:

Tagging and structuring documents for screen reader compatibility.
Adding heading levels, lists, tables, and reading order.
Providing descriptive alt text for images. For complex images and charts, we ask the client to provide the alt text.
Ensuring logical tab and reading order.
Adding document title, language settings, and metadata.
Color contrast checks for text.
Tagging form fields, providing labels, and ensuring a logical tab order.
Post-remediation testing using assistive technologies (e.g., screen readers) and automated tools to verify compliance and usability.

The customer submission process is designed to handle projects of any size, from single documents to large-scale batches, with strict data confidentiality at every stage.

Deliverables:

For MS Word, Excel, PowerPoint, InDesign, Google Slides & Document, the deliverable is the remediated document. For PDFs, deliverables include:

Remediated PDF document
A PDF Accessibility Checker (PAC) report is provided as the default report to demonstrate compliance with PDF/UA standards.

3. Scheduling & Submission

Documents for remediation are submitted through the Level Access Platform or directly through a Zendesk Service Intake Request.

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:

Submitting Finalized Documents:
- Customers are expected to share finalized documents for remediation.Any edits made after the remediation process has started may require rework and could incur extra charges.
Providing Alternative Text:
- The customer is responsible for providing accurate and contextually appropriate alternative text (alt text) for all images and non-text elements in the documents submitted for remediation.
- If the customer is unable to provide alternative text, Level Access will do its best to create descriptive alt text.
Color Contrast:
- Document remediation service does not include making changes to text to address color contrast issues that do not meet WCAG requirements.
- If color contrast adjustments are required, it is the customer’s responsibility to notify Level Access and specify the desired changes.
- If color contrast issues are not addressed, the resulting document may not be fully WCAG compliant.
- Adjusting color contrast may alter the visual appearance, or branding, which could impact its overall design and user experience.

Assumptions:

Document Submission:
- The content within the documents shared by the customer is considered final.
- Submitted documents should not be encrypted or password-protected in a way that prevents editing, or necessary credentials are provided.
Scanned Document Quality:
- For documents requiring Optical Character Recognition (OCR), it is assumed that the original scans are of sufficient quality to allow accurate character recognition.
Accessibility Compliance Limitations:
- Remediated documents may not always be fully compliant with accessibility standards like WCAG or PDF/UA due to limitations in the document. For example, WCAG requires text within meaningful images to meet color contrast requirements, but contrast cannot be adjusted inside static images.

Exclusions:

Issue Reporting:
- Remediation service does not include a report of the specific issues that have been addressed during remediation.
Image and Color Modifications:
- Modifying colors within images is not included. Images of text have insufficient color contrast, remediators cannot directly edit the image to fix this.
OCR and Text Correction:
- Extensive OCR correction is not included. For scans of very poor quality, accurate text recognition may not be possible. Manual transcription of text is outside the scope of this service.
Multimedia Accessibility:
- Creating captions, transcripts, or audio descriptions for embedded video or audio files is not part of the Document remediation service.
Language and Translation:
- Translation services are excluded. All remediation is performed in the original language of the document provided.
Scripted or interactive forms
- Fixing forms with dynamic or interactive content (like those that change based on user input) is not included in this service.
Compliance:
- If a customer requires an Adobe Acrobat Accessibility Checker report instead of or in addition to the PAC report, Level Access will need to be notified at the time of engagement. This must be requested explicitly, as it is not included by default.

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