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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 Testing Iterative service delivers a structured, expert-led accessibility evaluation of digital assets at a specific point in time. It combines automated tools with comprehensive manual testing by accessibility specialists to identify barriers, evaluate conformance with accessibility standards (e.g., WCAG), and provide clear, actionable remediation guidance.
To support agile teams and ongoing improvements, testing can be broken into smaller, focused parts. This lets customers get feedback faster and address specific areas of their digital asset without waiting for a full review to be completed.
Service Activities:
The Manual Testing Iterative service includes the following core activities:
- Targeted Sampling: Testing focuses on a representative set of pages and user flows, including common templates, high-traffic sections, and areas with known risk for accessibility barriers.
- Standardized Testing Methodology: A consistent approach is used, based on the WCAG Evaluation Methodology 1.0 and the ICT Testing Baseline, to ensure accurate and repeatable results.
- Assistive Technology & Functional Checks: Testing includes the use of screen readers (e.g., NVDA), keyboard-only navigation, and visual inspection techniques to simulate real-world user interaction.
- Accessibility Standards Review: Applicable to websites, web applications, and mobile applications (iOS and Android). Testing is conducted against WCAG 2.2 Level A and AA success criteria, or another agreed-upon standard.
- Issue Severity & Prioritization: Findings are categorized by impact level using a standardized scoring system to help guide focused remediation planning.
- Validation Testing (Included):
Once issues identified in the Manual Testing Interative have been remediated by customer, Level Access will perform re-testing at customers request to confirm whether the fixes have been resolved against the original issues identified.
Deliverables:
- 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 Testing Iterative are submitted through the 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:
To ensure effective and timely delivery of the Manual Testing Iterative service, the Customer agrees to:
- 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 Level Access communications: Requested information, approvals, or clarifications should be provided within two (2) business days to help maintain project momentum.
- Validation Testing: Once Customer remediation is complete, Level Access will re-test each original audit issue to confirm resolution. Customer submission for Validations is recommended to be submitted with 20-50 issues at a time for each Validation request. The customer is responsible for implementing accessibility fixes in alignment with provided guidance before requesting validation. All requests for Validation are made through the Level Access Platform or through the Zendesk Intake Process.
Assumptions:
- Iterative Testing: Customers may submit up to 10 pages or user flows per round of testing to support faster cycles and focused results.
- Identify a primary point of contact: A single representative should be assigned to coordinate logistics and respond to questions during the engagement.
- Validation Testing: Once remediation is complete, Level Access will re-test each issue identified in the original Manual Iterative Test to confirm whether it has been resolved. We follow accessibility best practices and assume that most issues can be confirmed within two rounds of re-testing. Customers are responsible for applying fixes based on the guidance provided and should only request validation once they believe the issue has been fully addressed.
Exclusions:
Unless explicitly included in the agreement, the following items are 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).
- Retesting of new pages or user flows – Only original set of tested pages will be retested; any new content requires a separate request.
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