Accessibility Service Levels
Response times and support expectations for accessibility services provided by the Digital Accessibility team.
Overview
The Digital Accessibility team provides services to help units across the university achieve and maintain accessibility compliance. This document outlines our service level commitments.
Service Hours
- Standard support:Monday–Friday, 8:00 AM – 5:00 PM (Arizona Time)
- Emergency support:Available for critical accessibility barriers
- Holidays:University holidays observed
Priority Definitions
| Priority | Definition | Examples |
|---|---|---|
| Critical | Complete barrier to access; individual cannot complete essential task | Registration blocked, form inaccessible, no alternative available |
| High | Significant barrier; workaround is difficult or unavailable | Major navigation issues, missing captions for required video |
| Medium | Barrier exists; workaround available | Poor contrast, missing headings, non-descriptive links |
| Low | Minor issue; minimal impact | Best practice violations, minor inconsistencies |
Feedback and Complaints
Response times for accessibility feedback and complaints submitted through official channels.
Response Commitments
| Priority | Initial Response | Resolution Target | Interim Accommodation |
|---|---|---|---|
| Critical | 4 hours | 24–48 hours | Immediate (if fix delayed) |
| High | 1 business day | 5 business days | Within 24 hours |
| Medium | 2 business days | 15 business days | As needed |
| Low | 3 business days | 30 business days | N/A |
What to Expect
- Acknowledgment:Confirmation your feedback was received
- Assignment:Issue assigned to appropriate team
- Updates:Regular status updates until resolved
- Resolution:Notification when fix is complete
- Follow-up:Confirmation the fix works for you
Escalation Path
If response times are not met or you're unsatisfied with the resolution:
- Reply to your original feedback ticket
- Contact the Digital Accessibility Director
- Contact the Disability Resource Center
- File a formal complaint with Equal Opportunity
Remediation Services
Services to fix accessibility issues in existing content.
Document Remediation
| Service | Turnaround | Capacity |
|---|---|---|
| Emergency document conversion | Same day | As needed |
| PDF remediation (simple, <10 pages) | 3 business days | 10/week |
| PDF remediation (complex, 10-50 pages) | 10 business days | 5/week |
| PDF remediation (large, 50+ pages) | By estimate | By request |
| Batch document processing | By project plan | By request |
Video Captioning
| Service | Turnaround | Notes |
|---|---|---|
| Emergency captioning (<15 min) | Same day | For accommodation requests |
| Standard captioning (<30 min) | 5 business days | Auto-caption review |
| Standard captioning (30-60 min) | 7 business days | — |
| Bulk captioning project | By project plan | Vendor may be used |
Web Remediation Support
| Service | Response | Notes |
|---|---|---|
| Guidance on fixing issues | 2 business days | Self-service support |
| Code review and recommendations | 5 business days | For development teams |
| Hands-on remediation | By project | Limited capacity |
Consultation Services
Expert guidance on accessibility implementation.
Consultation Types
| Service | Scheduling | Duration |
|---|---|---|
| Quick question (email/chat) | 2 business days | — |
| General consultation | Within 5 business days | 30-60 min |
| Project kickoff review | Within 5 business days | 60 min |
| Procurement accessibility review | Within 3 business days | Varies |
| VPAT evaluation | 5 business days | Written report |
| Ongoing project support | By agreement | Scheduled meetings |
What's Included
- General consultation:Advice on accessibility approach, answering questions, pointing to resources
- Project review:Requirements analysis, accessibility planning, risk assessment
- Procurement review:VPAT analysis, vendor questions, accessibility language for contracts
- Ongoing support:Regular check-ins, issue triage, implementation guidance
Testing Services
Accessibility testing and auditing services.
Testing Options
| Service | Turnaround | Deliverable |
|---|---|---|
| Quick check (single page) | 1 business day | Summary email |
| Focused audit (up to 10 pages) | 5 business days | Issue list with recommendations |
| Full site audit (sample-based) | 10-15 business days | Full report with WCAG mapping |
| Application audit | 15-20 business days | Full report with WCAG mapping |
| Pre-launch review | 3 business days | Go/no-go assessment |
Testing Methodology
- Automated scanning:Using industry tools (axe, WAVE, SiteImprove)
- Manual testing:Keyboard navigation, screen reader testing, visual review
- WCAG evaluation:Systematic check against WCAG 2.1 AA criteria
- User testing:Available for major projects (by arrangement)
Report Contents
- Executive summary
- Testing scope and methodology
- Issue list with severity ratings
- WCAG success criteria mapping
- Remediation recommendations
- Retesting guidance
Training Services
Accessibility education and skill development.
Training Options
| Training | Scheduling | Format |
|---|---|---|
| Self-paced online modules | Anytime | Online (learning.arizona.edu) |
| Monthly webinars | Published schedule | Virtual, 60 min |
| Team/department training | 2-week advance request | Virtual or in-person, 60-90 min |
| Developer workshop | Quarterly schedule | Half-day workshop |
| Custom training | By arrangement | Customized to needs |
Available Topics
- Accessibility fundamentals
- Document accessibility (Word, PowerPoint, PDF)
- Web content accessibility
- Developer accessibility (ARIA, semantic HTML)
- Video captioning
- Social media accessibility
- Procurement and VPATs
- Testing and QA
How to Request Services
Service Request Channels
| Service | How to Request |
|---|---|
| Report accessibility barrier | Feedback form |
| Document remediation | ServiceNow ticket |
| Consultation | Email: accessibility@arizona.edu |
| Testing/audit | ServiceNow ticket |
| Training request | Email: accessibility@arizona.edu |
| VPAT review | Through Procurement |
Information to Include
When requesting services, please provide:
- Description of the request
- URL or location of content (if applicable)
- Timeline or deadline
- Priority level and justification
- Your contact information
- Any relevant context