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Step 2: Remediation and Response

In-House Remediation

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If the responsible party is the system administrator or an internal content contributor, the issue should be resolved in house. Please refer to the follow resources for guidance and consultation as necessary:

• Digital Accessibility Validation

• Digital Accessibility Support Request

• Equally Effective Alternative Access Plan

Vendor Remediation

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Issues that cannot be remediated in house must be escalated to the vendor for resolution. Even if the system administrator or an internal content contributor is able to craft a workaround for a reported accessibility issues, it is important to inform the vendor, such that the underlying bug is addressed as soon as possible.

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Respond to the customer via the associated ticket or email exchange, providing a synopsis of your accessibility incident response, including any relevant information regarding:

1. In-House Remediation and Response

2. Vendor Remediation and Response

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title Customer Follow Up Email Template
[CUSTOMER NAME], Thank you for reporting [THIS/THESE] accessibility [ISSUE/ISSUES]. We’ve conducted an internal assessment and consulted with the vendor, and determined that [THIS/THESE] accessibility [ISSUE/ISSUES] [MAY BE REMEDIATED IN HOUSE/MUST BE ADDRESSED BOTH INTERNALLY AND BY THE VENDOR/MUST BE ADDRESSED BY THE VENDOR]. The following [ISSUE/ISSUES] should be remediated in-house by [DATE]: [Issue - Remediated/Remediation In Progress] The following [ISSUE/ISSUES] were reported to the vendorand are expected to be remediated by [DATE]: [Issue - Remediated/Remediation In Progress] In the meantime, please reference this [LINK TO EQUALLY EFFECTIVE ALTERNATE ACCESS PLAN (EEAAP)] for workarounds. This EEAAP has been developed and shared with the Office of Human Resources and the Disability Resource Center, in consultation with the Office of Information Technology’s Digital Accessibility and Content team. Best, [YOUR NAME]