The short version. Support has to work for everyone. We design and test pazau.com, the Pazau app, and the Pazau messenger to meet WCAG 2.2 Level AA. The messenger your customers see is independently audited twice a year, and we publish a VPAT for each product. If something doesn't work for you, email accessibility@pazau.com and a person will reply within 2 business days.
Our commitment
Pazau builds customer support tools used by airlines, insurers, banks, and health systems. Their customers include people who are blind or have low vision, who are deaf or hard of hearing, who have motor or cognitive disabilities, and who use assistive technology. If our messenger or voice agent doesn't work for them, they can't rebook a flight, file a claim, or dispute a charge. Accessibility is a release requirement at Pazau, not an afterthought.
Scope and standard
Our target is conformance with the Web Content Accessibility Guidelines (WCAG) 2.2, Level AA for:
| Property | Who uses it | Target | Current status |
|---|---|---|---|
| Pazau messenger (web widget and iOS and Android SDKs) | Our customers' end customers | WCAG 2.2 AA; EN 301 549 v3.2.1 | Fully conformant as of the July 2026 audit |
| Pazau Voice (AI and IVR experiences) | Our customers' callers | Relevant EN 301 549 clauses for two-way voice communication | Conformant, with notes below |
| pazau.com and docs.pazau.com | Visitors, prospects, developers | WCAG 2.2 AA | Partially conformant; see known limitations |
| Pazau app (Inbox, Agent, Voice, Insights at app.pazau.com) | Our customers' support agents and admins | WCAG 2.2 AA | Partially conformant; see known limitations |
"Fully conformant" means the content meets all WCAG 2.2 AA success criteria without exception. "Partially conformant" means some parts do not yet fully conform.
We also design to meet the requirements that apply to our customers under the European Accessibility Act (Directive (EU) 2019/882, applicable since June 28, 2025), the Americans with Disabilities Act, Section 508 of the Rehabilitation Act, the Accessible Canada Act, and the UK Equality Act 2010.
How we build for accessibility
- Design system. Pazau's component library has accessible patterns built in: visible focus states, 4.5:1 minimum text contrast, 24 by 24 pixel minimum target size, keyboard support, and ARIA roles tested with screen readers.
- Automated testing. Every pull request runs axe-core checks. Violations block the merge.
- Manual testing. Before major releases, our accessibility team tests with JAWS, NVDA, VoiceOver (macOS and iOS), TalkBack, Dragon, and keyboard-only navigation, plus browser zoom to 400% and reflow at 320 CSS pixels.
- Independent audits. An independent accessibility firm audits the Pazau messenger twice a year and the Pazau app annually against WCAG 2.2 AA.
- People with disabilities. We pay users of assistive technology to take part in usability research on new features.
- Training. Designers, engineers, and product managers complete accessibility training when they join and every year after.
Accessibility features in the Pazau messenger
Because the messenger is embedded on our customers' sites, it's where accessibility matters most. It includes:
- full keyboard operation, with a logical focus order and focus returned to the launcher when the messenger closes;
- screen reader announcements for new messages through a polite live region, without re-reading the whole conversation;
- respect for the operating system's reduced motion, increased contrast, and text size settings;
- no time limits on replies, with warnings before a session expires and an option to extend;
- accessible authentication that doesn't rely on cognitive function tests (WCAG 2.2 criterion 3.3.8);
- captions and transcripts for any audio or video attachments sent by agents;
- an always-available "Talk to a person" option;
- contrast checks on customer brand colors: when a customer's chosen colors would fall below 4.5:1, the messenger adjusts them automatically and warns the admin.
Pazau Voice offers DTMF keypad alternatives to speech input, adjustable speaking rate, repeat on request, support for TTY and relay service calls, and a fallback to a human agent at any point.
Known limitations
We're open about where we fall short and what we're doing about it:
| Area | Issue | WCAG criterion | Status |
|---|---|---|---|
| Pazau Insights dashboards | Some charts don't yet offer a data table alternative | 1.1.1 Non-text Content | Fix in development; table view in beta |
| Procedure editor (Pazau Agent) | Drag-and-drop step reordering requires a pointer; a keyboard alternative exists via the step menu but isn't discoverable | 2.5.7 Dragging Movements | Fix in development |
| Voice call timeline (Pazau Voice) | The waveform scrubber lacks full screen reader labeling | 4.1.2 Name, Role, Value | In design; transcript view is a fully accessible alternative today |
| pazau.com | Some animated product demos on marketing pages don't have a pause control | 2.2.2 Pause, Stop, Hide | Fix in development; reduced-motion setting already stops them |
| pazau.com | Some older webinar recordings lack human-reviewed captions | 1.2.2 Captions (Prerecorded) | Ongoing, oldest first |
Customer-configured content, such as knowledge base articles, images uploaded to messages, and brand colors, is the customer's responsibility. We provide guidance and warnings to help admins get it right.
VPAT and conformance reports
We publish Accessibility Conformance Reports using the VPAT 2.5 INT template (covering WCAG 2.2, Section 508, and EN 301 549) for:
- Pazau messenger (web and mobile SDKs), July 2026
- Pazau app (Inbox, Agent, Voice, Insights), March 2026
- Pazau Voice caller experience, March 2026
Download them from our Trust Center, or request them from your account team or accessibility@pazau.com.
Feedback and contact
If you have trouble using any part of Pazau, or need content in an alternative format, contact us:
- Email: accessibility@pazau.com
- Phone: +1 (415) 555-0142 (relay service calls welcome)
- Mail: Pazau, Inc., Attn: Accessibility, 350 Brannan Street, Suite 400, San Francisco, CA 94107
We acknowledge feedback within 2 business days and aim to give you a resolution or a workaround within 10 business days. If you're an end customer having trouble with a company's support chat, tell us the company's name and we'll work with them to fix it.
If you're in the EU and aren't satisfied with our response, you can contact the market surveillance authority in your member state responsible for the European Accessibility Act.
Assessment approach
This statement was prepared on July 28, 2026, based on an independent audit of the Pazau messenger completed in July 2026, an independent audit of the Pazau app completed in March 2026, and internal testing of pazau.com. We review it at least twice a year.