Section 4: Vendor Accessibility Customer Service Plan

During the period until full WCAG 2.1 AA compliance is achieved (by April 24, 2026), the Vendor agrees to implement and maintain the following accessibility customer service plan to ensure users with disabilities have effective access to the [products/services] being [[adopted/purchased]] under this agreement: 

1. Alternative Format Requests: 

• The Vendor will provide, upon request and at no additional cost to the Educational Institution or the individual user, accessible alternative formats of digital materials that are not yet fully compliant with WCAG 2.1 AA. 

• Users (students, employees, or their designated representatives) will be able to request alternative formats through a clearly defined and communicated process, such as:  

• a dedicated email address: [email address],  

• a phone number: [phone number],  

• an online form: [vendor.com/accessibility-request]. 

• The Vendor will acknowledge receipt of the request within [specify timeframe: e.g., one business day] and will provide the requested alternative format within [specify reasonable timeframe based on complexity: e.g., three business days for simple documents, up to five business days for more complex multimedia]. 

• Alternative formats may include but are not limited to:  

• Text-based versions of visual content. 

• Audio descriptions of visual elements in videos or interactive content. 

• Transcripts for audio content. 

• Tagged PDF or accessible EPUB documents for improved screen reader compatibility. 

• Large print versions of text-based materials. 

2. Accessibility Support and Contact: 

• The Vendor will designate a knowledgeable accessibility point of contact who will be responsible for addressing accessibility-related inquiries and issues from the Educational Institution and its users. 

• Contact information for the accessibility point of contact will be clearly provided to the Educational Institution, including [specify: name, title, email address, phone number]. 

• The Vendor will respond to accessibility-related inquiries within [specify timeframe: e.g., one business day]. 

3. Known Accessibility Limitations and Workarounds: 

• The Vendor will provide the Educational Institution with a documented list of known accessibility limitations in the current version of the [products/services] that do not yet meet WCAG 2.1 AA Level. 

• For each known limitation, the Vendor will provide any available workarounds or strategies that users can employ to access the content or functionality. This information will be regularly updated as new workarounds are identified or as progress is made towards full compliance. 

4. Training and Documentation: 

• The Vendor will provide the Educational Institution with relevant documentation and/or training resources that address the accessibility features and limitations of the [products/services]. This may include user guides, tutorials, or webinars. 

• Training materials will, where possible, be accessible to individuals with disabilities. 

5. Regular Communication: 

• The Vendor will provide the Educational Institution with regular updates (e.g., quarterly) on their progress towards achieving full WCAG 2.1 AA compliance, including any challenges encountered and planned remediation efforts. 

Example of how this might look in the contract: 

Until compliance with WCAG 2.1 AA is met, the Vendor shall implement or complete the following to ensure accessibility to users:  

The Vendor will adhere to the Accessibility Customer Service Plan outlined in [Appendix X] of this agreement, which includes providing alternative formats upon request within specified timeframes via [email address], designating [name] ([title], [email address], [phone number]) as the primary accessibility contact, maintaining a documented list of known limitations and workarounds, offering accessible training materials, and providing quarterly progress updates on WCAG 2.1 AA compliance efforts. 

NOTE: Remember to tailor this template to the specific product or service being procured and the vendor’s capabilities. You may also want to include a clause stating that the Educational Institution’s reserves the right to monitor the effectiveness of this plan and request modifications as needed.