EN 301 549 Accessibility requirements for ICT products and services - 12. Documentation and support services
Table of contents section 12
12.1 Product documentation
12.1.1 Accessibility and compatibility features
Product documentation provided with the ICT whether provided separately or integrated within the ICT shall list and explain how to use the accessibility and compatibility features of the ICT.
NOTE 1: Accessibility and compatibility features include accessibility features that are built-in and accessibility features that provide compatibility with assistive technology.
NOTE 2: It is best practice to use WebSchemas/Accessibility 2.0 [i.38] to provide meta data on the accessibility of the ICT.
NOTE 3: The accessibility statement and help pages are both examples of the provision of product information.
12.1.2 Accessible documentation
Product documentation provided with the ICT shall be made available in at least one of the following electronic formats:
- a Web format that conforms to the requirements of clause 9; or
- a non-web format that conforms to the requirements of clause 10.
NOTE 1: This does not preclude the possibility of also providing the product documentation in other formats (electronic, printed or audio) that are not accessible.
NOTE 2: It also does not preclude the possibility of providing alternate formats that meet the needs of some specific type of users (e.g. Braille documents for blind people or easy-to-read information for persons with limited cognitive, language and learning abilities).
NOTE 3: Where documentation is incorporated into the ICT, the documentation falls under the requirements for accessibility in the present document.
NOTE 4: A user agent that supports automatic media conversion would be beneficial to enhancing accessibility.
12.2 Support services
12.2.1 General (informative)
ICT support services include, but are not limited to: help desks, call centres, technical support, relay services and training services.
12.2.2 Information on accessibility and compatibility features
ICT support services shall provide information on the accessibility and compatibility features that are mentioned in the product documentation.
NOTE: Accessibility and compatibility features include accessibility features that are built-in and accessibility features that provide compatibility with assistive technology.
12.2.3 Effective communication
ICT support services shall accommodate the communication needs of individuals with disabilities either directly or through a referral point.
12.2.4 Accessible documentation
Documentation provided by support services shall be made available in at least one of the following electronic formats:
NOTE 1: This does not preclude the possibility of also providing the documentation in other formats (electronic or printed) that are not accessible.
NOTE 2: It also does not preclude the possibility of providing alternate formats that meet the needs of some specific type of users (e.g. Braille documents for blind people or easy-to-read information for persons with limited cognitive, language and learning abilities).
NOTE 3: Where the support documentation is incorporated into the ICT, the documentation falls under the requirements for accessibility in the present document.
NOTE 4: A user agent that supports automatic media conversion would be beneficial to enhancing accessibility.