1. Our Commitment
UpChat is committed to making our marketing website, Help Center, and customer-facing products usable by as many people as possible, including people who use assistive technologies.
We aim to conform with the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA for upchat.io and pages we control. We review accessibility as part of design, development, and release testing.
This statement supplements our Privacy Policy and applies to the UpChat marketing site at upchat.io. The UpChat application at app.upchat.io is covered separately as we continue to improve that experience.
2. Measures We Take
To support accessibility on upchat.io, we:
- Use semantic HTML, visible focus states, and skip links on key templates
- Run automated accessibility checks in our CI pipeline (Playwright + axe)
- Test keyboard navigation and responsive layouts at standard breakpoints
- Maintain sufficient color contrast for text and interactive controls on pages we design
- Provide text alternatives for meaningful images and decorative treatments where appropriate
- Write Help Center content in plain language with clear headings
3. Conformance Status
Marketing site (upchat.io): We work toward WCAG 2.1 Level AA conformance. Some third-party embeds (analytics, chat widget loader scripts, and similar tools) may not fully meet the same standard. We choose vendors carefully and advocate for accessible options when we can.
UpChat chat widget: The widget experience on customer websites is a separate surface. Widget accessibility depends on both UpChat configuration and the host site’s theme and markup. If you embed UpChat and need guidance, contact us.
We do not claim full conformance across every page and every third-party integration at all times. We treat accessibility as an ongoing effort, not a one-time checklist.
4. Known Limitations
You may encounter limitations such as:
- Third-party scripts — Tools loaded for analytics, fraud prevention, or the live chat demo may introduce focus or contrast issues outside our direct control until vendors update their products.
- User-generated or CMS content — Help articles and media uploaded over time may occasionally lack ideal alt text or heading structure until corrected.
- PDF or file attachments — Some downloadable files may not be fully accessible; contact us if you need an alternative format.
- Live chat widget — The embedded widget on third-party sites may behave differently depending on the host page’s CSS and layout.
If you find a barrier on upchat.io, please tell us (see Section 6) so we can prioritize a fix.
5. Assessment Approach
We evaluate accessibility through a combination of:
- Automated testing on primary routes during development and CI
- Manual keyboard and screen reader spot checks on high-traffic templates
- Lighthouse and similar audits before major releases
- Feedback from customers and support tickets
This statement was prepared based on our internal review process. We do not currently publish a third-party VPAT for the marketing site.
6. Feedback and Contact
We welcome your feedback on the accessibility of UpChat.io. Please let us know if you encounter barriers:
- Email: support@upchat.io — subject line “Accessibility feedback”
- Contact form: Contact us
- Mail: Actuate Media LLC, 8 The Green, Suite A, Dover, DE 19901
We try to acknowledge accessibility feedback within two business days and to propose a remediation path when a fix is needed.
7. Formal Complaints (United States)
If you are not satisfied with our response, you may contact the U.S. Department of Justice, Civil Rights Division, or your state or local accessibility enforcement agency for information about filing a complaint.