Your On-Call Accessibility Team
Our priority support packages give you direct access to expert accessibility specialists and developers ready to provide analysis and recommendations to your in-house team or agency. We’re here to help you understand the specific issues present on your website and determine the best course of action for resolving them. If the fix you need requires modifications to your theme or reconfiguring a complex plugin, our developers are happy to provide technical recommendations.
Whether you’re looking for consultation, training, support, or remediation guidance, think of our team as your team. As long as it is related to accessibility – just let us know what you need and you’ll get help – and there are no long-term contracts. Cancel, upgrade, or downgrade your plan at any time.
Choose a Plan That Works for You
4 hrs/mo
$600
billed monthly
until cancelled
- Up to 4 hours of support each month
- Fixed monthly cost
- Phone or Zoom video call support
- Email support
- Consulting and accessibility strategic planning
- Accessibility audits
- Accessibility training
- Remediation guidance
- No long-term contract
8 hrs/mo
$1080
billed monthly
until cancelled
- Up to 8 hours of support each month
- Fixed monthly cost
- Phone or Zoom video call support
- Email support
- Consulting and accessibility strategic planning
- Accessibility audits
- Accessibility training
- Remediation guidance
- No long-term contract
16 hrs/mo
$1920
billed monthly
until cancelled
- Up to 16 hours of support each month
- Fixed monthly cost
- Phone or Zoom video call support
- Email support
- Consulting and accessibility strategic planning
- Accessibility audits
- Accessibility training
- Remediation guidance
- No long-term contract
17+ hrs/mo
Custom
custom pricing
to meet your needs
- Custom hours of support each month
- Fixed monthly cost
- Phone or Zoom video call support
- Email support
- Consulting and accessibility strategic planning
- Accessibility audits
- Accessibility training
- Remediation guidance
- No long-term contract
Priority Support FAQs
What support is included?
Unlike other support companies, we don’t classify support tasks or impose artificial limits. If you need help improving the useability and accessibility of your website, we’re here to provide analysis and guidance, no matter how complex (or not) the problem is. The only limit is the number of hours included in your priority support package.
Will you fix my website for me?
Our team will provide detailed analysis and recommendations related to the accessibility of website(s) you manage and guide either your in-house team or your agency to help them make fixes as efficiently as possible. Learn more about how we approach remediation here.
How do support tickets work?
Priority support customers will have access to a special priority support form for submitting support requests on our website. Our support team works Monday-Friday from 9:00 AM to 5:00 PM in the United States central time zone and aims to respond to all requests within 24-48 business hours.
Priority support customers receive receive responses ahead of the standard support queue.
How does phone support work?
Once you have purchased a priority support package, you’ll have access to a link so you can book a meeting at your convenience with one of our team members. Meetings booked with our priority support link can be held over Zoom video conferencing or via a phone call.
If you have an urgent need, you’re also welcome to give us a call out of the blue at any time.
Am I limited in the number of requests I can make?
No! The only limit is the amount of time included in your package, not the number of tasks we’ll complete. If you’re on a 4-hour plan, you can have us do 2 2-hour tasks, 24 10-minute tasks, or any combination of large and small tasks.
Note: if you ask for something that requires more time to complete than is in your plan, we’ll provide an estimate and you can either spread the work over multiple months or choose to purchase additional time for that month.
How many requests can I submit at once?
There is no limit to the number of requests that you can submit at one time, but we’ll typically ask you how to prioritize them if there is a long list (we can also provide recommendations if you’re not sure which accessibility problems are the most urgent). We’ll generally work on one request at a time.
If the requests submitted take more time than is included in your plan, we’ll carry them over to the next month automatically.
How is time clocked?
We use time tracking software to keep track of both time spent communicating with you and fixing problems. All support activity, including time spent communicating with you via email or phone counts toward your total. We don’t round up, so if something takes 5 minutes to complete and you’re on a 2-hour plan, you’ll still have 1 hour and 55 minutes left in the month.
Note: Questions or inquiries related to billing or basic plugin support do not count against the time in your plan.
How do I know how much time I have used?
We keep detailed time records for each Priority Support customer. If you are ever curious about how much time you’ve used, just ask and a member of our team will gladly run a time report for you.
If you submit a request and you’ve already reached your time limit, we will politely let you know and plan to carry any open tasks over to the next month.
Do unused hours roll over?
No, unused hours or minutes do not roll over to subsequent months. Our priority support packages offer a discounted rate over Equalize Digital’s standard a la carte hourly rate. The discount exists as an incentive to pre-pay for time which allows us to better plan our team’s availability and guarantee we’re here when you need us. Because of this, time does not roll over and it is non-refundable after the first 30 days.
Can I change my package?
Yes, you can upgrade, downgrade, or cancel your package at any time via the Manage Subscriptions page in your account. If you upgrade your plan, your fee for the first month in the new plan will be prorated by the number of days remaining in your current plan.
There is no cancellation fee and so long as you cancel before your renewal date no notice is required.
Can agencies, freelancers, or developers purchase priority support plans?
Yes! If you’re building websites for clients, we’re happy to be your outsourced accessibility team. We frequently provide accessibility consulting and testing for marketing agencies and developers and we appreciate any opportunity to help others make the web more accessible.
Is priority support website specific or linked to a single URL?
Priority support is linked to a person and email address, not a website. If you work on or maintain multiple websites, for example as an agency or for the web department at a university, you can purchase a priority support package and receive support on multiple websites throughout the month or between months.
Do I need to have a paid Accessibility Checker license to purchase Priority Support?
You can use the free version of our software or not use our software at all, however, please note that these packages are intended to be used for fixing accessibility issues on your website and not for general website support. We highly recommend pairing the paid version of Accessibility Checker with these plans.
Can I request a refund?
You are more than welcome to request a refund within 30 days of your initial priority support package purchase, so long as you have not used any of the time in your plan. Due to the nature of support plans, after the first 30 days, you may cancel at any time but we do not offer refunds for any reason. Please view our full terms and conditions for more details on our refund policy.
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