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Support & Documentation Checklist
EN 301 549 Chapter 12 Compliance Checklist
Blank checklist for offline completion.
Tick one box per row. Add comments and evidence references in the Notes column as needed.
Product Documentation Accessibility
EN 301 549 §12.1 requires product documentation to be provided in accessible formats and to describe the accessibility features of the product.
| Ref | Severity | Requirement | Status | Notes / Evidence |
|---|---|---|---|---|
| EN 301 549 §12.1.1 | Critical | Product documentation is available in at least one accessible format (HTML, accessible PDF, or EPUB).Documentation must not be locked inside image-only PDFs or proprietary formats that screen readers cannot parse. Provide at least one format that meets WCAG 2.1 AA. | ☐ Pass ☐ Partial ☐ FAIL ☐ N/A | |
| EN 301 549 §12.1.2 | Critical | Documentation describes all accessibility features of the product or service.Users need to know what accessibility features exist, screen reader support, keyboard shortcuts, high contrast mode, text resizing, and how to activate them. This must be documented alongside other product features, not hidden in a separate section. | ☐ Pass ☐ Partial ☐ FAIL ☐ N/A | |
| EN 301 549 §12.1.2 | Major | Documentation describes how to activate and use each accessibility feature.Step-by-step instructions for enabling features like screen reader mode, captioning, font resizing, or keyboard navigation must be included. Don't just list features, explain how to use them. | ☐ Pass ☐ Partial ☐ FAIL ☐ N/A | |
| EN 301 549 §12.1.2 | Major | Accessibility features are documented with the same level of detail as other features.Accessibility must not be an afterthought. If your product manual explains how to change language in 3 paragraphs, the screen reader section should be equally detailed. | ☐ Pass ☐ Partial ☐ FAIL ☐ N/A | |
| EN 301 549 §12.1.2 | Major | Documentation is available in the same languages as the product or service.If the product supports French, German, and English, the accessibility documentation must also be available in those languages. | ☐ Pass ☐ Partial ☐ FAIL ☐ N/A | |
| EN 301 549 §12.1.2 | Critical | If video tutorials exist, they have captions and audio descriptions.Onboarding videos, how-to guides, and product walkthroughs must have synchronised captions and, where the visual content is essential, an audio description track. | ☐ Pass ☐ Partial ☐ FAIL ☐ N/A |
Support Services Accessibility
EN 301 549 §12.2 requires that support services (help desks, call centres, technical support) communicate accessibility information and are themselves accessible.
| Ref | Severity | Requirement | Status | Notes / Evidence |
|---|---|---|---|---|
| EN 301 549 §12.2.2 | Critical | Help desk / support staff can provide information about the accessibility features of the product.Support staff must be able to answer questions like 'Does this product work with a screen reader?' or 'How do I enable keyboard navigation?' This requires training. | ☐ Pass ☐ Partial ☐ FAIL ☐ N/A | |
| EN 301 549 §12.2.3 | Major | Help desk provides information in accessible formats on request.If a user asks for help documentation in an accessible format (plain text, HTML, large print), the support team must be able to provide it. | ☐ Pass ☐ Partial ☐ FAIL ☐ N/A | |
| EN 301 549 §12.2.4 | Critical | Support is available through at least two communication channels (e.g. Phone + email, chat + email).Users who cannot use the phone (deaf users) or cannot use chat (users with motor impairments) need alternatives. Provide at least two different modalities. | ☐ Pass ☐ Partial ☐ FAIL ☐ N/A | |
| EAA Art. 4 | Critical | A mechanism exists for users to report accessibility issues specifically.A dedicated email, contact form, or feedback channel for accessibility complaints is required under the EAA. This must be easy to find, not buried 5 clicks deep. | ☐ Pass ☐ Partial ☐ FAIL ☐ N/A | |
| EAA Art. 4 | Major | A documented process exists for responding to accessibility complaints within a reasonable timeframe.Define an SLA for accessibility complaints, e.g. Acknowledgement within 2 business days, resolution within 30 days. Document this process internally. | ☐ Pass ☐ Partial ☐ FAIL ☐ N/A | |
| EAA Art. 4 | Major | Support staff have basic disability awareness training.Staff should understand common assistive technologies, disability etiquette, and how to communicate with users who have different needs. Annual training is recommended. | ☐ Pass ☐ Partial ☐ FAIL ☐ N/A |
Relay & Intermediary Services
EN 301 549 §12.2.4 and EAA Annex I require that where relay or intermediary services are used, they meet accessibility needs.
| Ref | Severity | Requirement | Status | Notes / Evidence |
|---|---|---|---|---|
| EN 301 549 §12.2.4 | Minor | If relay services are available, they are referenced in product documentation.If your country or service provides text relay or video relay for deaf users, this should be documented so users know it is available. | ☐ Pass ☐ Partial ☐ FAIL ☐ N/A | |
| EN 301 549 §12.2.4 | Major | Support channels are compatible with third-party relay services.If a deaf user contacts your help desk via a text relay service, your phone system and agents must be able to handle relay calls without hanging up or refusing them. | ☐ Pass ☐ Partial ☐ FAIL ☐ N/A |