microsoft/hve-core

---
title: "Chapter E208: Support Documentation and Services"
description: "Chapter E208 governs the accessibility of documentation and support services that accompany covered ICT, including user manuals, help systems, training materials, knowledge bases, and human support..."
---

# Chapter E208: Support Documentation and Services

Chapter E208 governs the accessibility of documentation and support services that accompany covered ICT, including user manuals, help systems, training materials, knowledge bases, and human support channels such as phone, chat, and email. Documentation is treated as part of the product itself: if the product is accessible but the documentation is not, the product is not in conformance. Support services must offer equivalent accommodations for users with disabilities (TTY, video relay, accessible chat, alternative formats).

Source: US Access Board, ICT Accessibility 508 Standards, Chapter E208, <https://www.access-board.gov/ict/#e208-support-documentation-and-services>.

## clause-e208-1

**E208.1 Scope**

Defines the scope of chapter E208 to include all documentation and support services associated with covered ICT, whether delivered in-product, online, in print, or through human support channels.

**Applies to**: All documentation and support deliverables accompanying covered ICT.

**WCAG cross-reference**: n/a (scoping clause).

**Assessment heuristics**:

* Inventory the documentation and support footprint (in-product help, manuals, knowledge bases, training, phone, chat, email).
* Treat documentation supplied by third-party vendors as in scope when it accompanies a procured covered ICT product.

Source: <https://www.access-board.gov/ict/#e208-support-documentation-and-services>

## clause-e208-2

**E208.2 General**

Establishes that accessibility of documentation and support is a conformance requirement rather than a recommendation, on the same footing as the underlying product or service.

**Applies to**: Documentation and support deliverables in the scope of E208.1.

**WCAG cross-reference**: n/a (conformance statement).

**Assessment heuristics**:

* Confirm that the organisation's documentation and support policy commits to accessibility and assigns ownership for the commitment.
* Confirm that accessibility accommodation requests have a tracked response time and a published escalation path.

Source: <https://www.access-board.gov/ict/#e208-support-documentation-and-services>

## clause-e208-3

**E208.3 User Support Services**

Requires user support services to provide equivalent access for people with disabilities through accommodations such as TTY or relay services for telephone support, video relay services for users who sign, accessible live chat, and email channels with documented response times.

**Applies to**: All human-staffed support channels accompanying covered ICT.

**WCAG cross-reference**: n/a (support service accessibility requirement; underlying technical channels still meet their own clauses).

**Assessment heuristics**:

* Confirm that contact information for accessible support channels (TTY, video relay, accessible chat) is published in a discoverable location alongside the primary contact details.
* Audit the live chat interface for keyboard operability and screen reader compatibility.

Source: <https://www.access-board.gov/ict/#e208-support-documentation-and-services>

## clause-e208-4

**E208.4 Accessible Documentation**

Requires the content and format of documentation to conform to the WCAG 2.0 Level A and AA success criteria that apply to the documentation's delivery format (HTML, tagged PDF, accessible office documents, captioned video tutorials).

**Applies to**: All documentation content delivered to users.

**WCAG cross-reference**: [sc-1-1-1](../../wcag-22/references/guideline-1-1.md#sc-1-1-1), [sc-1-3-1](../../wcag-22/references/guideline-1-3.md#sc-1-3-1), [sc-1-4-3](../../wcag-22/references/guideline-1-4.md#sc-1-4-3), [sc-2-1-1](../../wcag-22/references/guideline-2-1.md#sc-2-1-1), [sc-4-1-2](../../wcag-22/references/guideline-4-1.md#sc-4-1-2).

**Assessment heuristics**:

* Apply the same WCAG 2.0 conformance bar to documentation that applies to the underlying product under E205.4.
* Confirm video tutorials carry captions and audio descriptions, and that documentation search is keyboard-accessible and screen reader friendly.

Source: <https://www.access-board.gov/ict/#e208-support-documentation-and-services>

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