ITAC-04
Standard
Weight: 5

Accessibility Contact Phone

Plain English Explanation

This question asks for a phone number where users can get help with accessibility issues. Some users with disabilities can't use email or chat support effectively - they need to speak with someone. This shows you're serious about supporting all users, not just those who can navigate standard support channels.

Business Impact

Providing phone support for accessibility demonstrates mature customer service and reduces legal risk. Users who can reach a human for help are less likely to pursue legal action. Enterprise buyers see this as evidence you'll support their users with disabilities. While it may seem minor, missing this basic accommodation suggests you haven't thought through the full accessibility experience.

Common Pitfalls

Providing a general support number where staff don't understand accessibility wastes everyone's time. Another mistake is offering phone support only during limited hours that don't account for different time zones. Some companies list numbers that go to voicemail indefinitely, destroying trust immediately.

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Question Information

Category
IT Architecture and Controls
Question ID
ITAC-04
Version
4.1.0
Importance
Standard
Weight
5/10

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