Vendor Communication Plan

Unexpected Consequences Heading link

Accessibility issues may prevent access while being remediated
Service outages/issues can prevent access
- Users with disabilities are more heavily impacted
- Issues affecting a given web browser can prevent access
Software updates can create accessibility issues
- Be aware of the product roadmap
- Ask vendors if new features have been tested for accessibility
- Re-check accessibility for all interface changes
Web browser and assistive technology updates can introduce problems

Create a communication plan for when accessibility issues arise
Map stakeholders to be informed
- Include ADA IT Coordinator and TARC for all campus-wide (enterprise) EIT
- Include DRES and CITL for issues that may affect students
- Include Tech Services Help Desk for enterprise EIT
Communication should include:
- Information about alternative access and workarounds
- Remediation timeline
Create support documentation
- Especially important if an exception has been granted
- Documentation should include Alternative Access Plan
Notify stakeholders where documentation can be found

In general, contact the person who made the report only two times
- Initially to apologize and say you’ll get it taken care of
- When you are certain the issue has been corrected
Do not ask the person to check to see if the issue is fixed!
- They have already wasted time on something we are responsible for
If you don’t know how to correct an issue, contact the ADA IT Coordinator