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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 Manual Audit provides a structured, expert-led assessment of your digital assets to evaluate conformance with accessibility standards. This point-in-time evaluation combines automated tools with comprehensive manual testing to identify accessibility barriers and provide actionable remediation guidance. It is ideally suited for establishing a compliance baseline, strengthen risk management efforts , and enhancing inclusive user experiences.
Audit scope and depth may vary based on the contracted package, with the size of the audit defined by the number of unique pages or user flows to be evaluated:
- Small Audit: Up to 20 pages
- Medium Audit: Up to 40 pages
- Large Audit: 60+ pages
*Timelines for audit completion may vary based on the complexity of the digital asset, the number of unique flows or templates, and the technologies in scope.
Service Activities:
- Representative Sampling:
Assessment is based on representative templates, high-priority user flows, and high-traffic or high-risk areas of the site or application. - Standardized Testing Methodology:
Evaluation is conducted using a predefined toolset based on WCAG Evaluation Methodology 1.0 and the ICT Testing Baseline. - Assistive Technology & Functional Testing:
Testing includes the use of assistive technologies (e.g., NVDA), keyboard-only navigation, and visual inspection techniques. - Standards-Based Review:
Testing is aligned with WCAG 2.2 Level A and AA success criteria (or other standards, if specified), and is applicable to websites, web applications, and mobile applications (iOS and Android). - Issue Prioritization:
All findings are categorized by severity using a standardized scoring model to support focused remediation efforts. - Validation testing
Follow up testing to confirm whether original issues from performed Audit have been successfully resolved after remediation work is complete by Customer.
Deliverables:
Upon completion, customers receive a report, accessible through the Level Access Platform. The report includes:
- A list of accessibility issues found against WCAG Success Criteria
A detailed summary of areas that may create barriers for users with disabilities. - Severity and impact ratings for each issue identified
Each issue is rated based on how severe it is and how much it may impact users, helping your team prioritize fixes. - Step-by-step guidance to fix each issue
Actionable recommendations with example code to help your developers make the necessary changes. - Summary of how the audit was performed
An overview of the testing tools, assistive technologies, and accessibility standards (such as WCAG 2.2) used in the audit.
3. Scheduling & Submission
Manual Audit Services are submitted through the platform or directly through a Zendesk 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:
To support the successful delivery of the Manual Audit, the Customer is responsible for the following:
- Provide access to digital assets
Necessary access credentials, test URLs, and staging environments or tools must be shared with Level Access to support testing activities. - Identify a primary point of contact
A single representative should be assigned to coordinate logistics and respond to questions during the engagement. - Join a walkthrough if needed
For complex or dynamic digital assets, a walkthrough session may be scheduled to ensure proper understanding of the asset. - Keep the test environment stable
The environment being tested should remain unchanged throughout the testing period. Significant changes may require adjustments to scope or timeline. - Reply promptly to communications
Requested information, approvals, or clarifications should be provided within two (2) business days to help maintain project momentum. - Validation Testing
Once remediation is complete by Customer, Level Access will re-test each original audit issue to confirm resolution. The customer is responsible for implementing accessibility fixes in alignment with provided guidance before requesting validation. Customer submission for Validations is recommended to be submitted with 20-50 issues at a time for each Validation request. All requests for Validation are made through the Level Access Platform or through the Zendesk Intake Process.
Assumptions:
- Pages submitted for testing should not change during the audit. If changes are made to the live (production) version of those pages during testing, it may require rework or additional effort.
- Customers are responsible for fixing the accessibility issues identified in the audit, using the remediation guidance provided.
- After fixes are made, Level Access will re-test the same issues to confirm they’ve been resolved. We assume most issues will need no more than two rounds of re-testing per issue to verify completion.
Exclusions:
Unless explicitly included in the agreement, the following items are considered out of scope for this service:
- Fixing accessibility issues: Level Access does not make code changes or fix the issues found during testing.
- Team training: Developer training is not included but is available through our E-Learning Platform & Customer Training Services (Confirm name).
- VPAT/ACR creation: A VPAT (Accessibility Conformance Report) is not provided unless it was included in your service package. VPATs are only available through our combined Manual Audit & VPAT Service.
- Non-web testing: This service does not cover testing of non-web platforms like kiosks, smart TVs, or hardware devices. These require a separate agreement.
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.