Clause 12 — Documentation and support services

Accessibility doesn't stop at the product interface. Clause 12 requires that the documentation and support services around a product are themselves accessible.

What it covers

• Accessible documentation — user guides, manuals, and other product documentation must be available in accessible formats, not just as a scanned or image-only PDF.
• Accessibility feature disclosure — documentation should describe the product's accessibility and compatibility features, so users know what's available to them.
• Accessible support channels — help desks, technical support, and training shouldn't rely solely on channels that exclude some users (for example, phone-only support with no text-based alternative).
• Support staff should be able to communicate about a product's accessibility features when asked.

Who this applies to

Any organisation providing user documentation or a support channel alongside a product or service in scope of the EAA or the Web Accessibility Directive.

Read the standard

This page is a plain-language summary, not the normative text. For the full requirement wording, see EN 301 549 V4.1.1 (2026-09) directly:

Download EN 301 549 V4.1.1 (PDF, ETSI)

V4.1.1 is the newest published edition, aligned with WCAG 2.2 AA. It is not yet cited in the EU Official Journal, so V3.2.1 (WCAG 2.1 AA) remains the version with current legal effect for EAA presumption of conformity — see the timeline for the expected citation date.