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EAA A11y Hub

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 V3.2.1 (2021-03) directly:

Download EN 301 549 V3.2.1 (PDF, ETSI)

V3.2.1 (WCAG 2.1 AA) is the version cited in the EU Official Journal and currently has legal effect for EAA presumption of conformity. A newer edition, V4.1.1 (WCAG 2.2 AA), has been published but is not yet cited — see what's coming in V4.1.1 for what's changing and when it's expected to take effect.