> ## Documentation Index
> Fetch the complete documentation index at: https://devdocs.xbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# XAG 122: Accessible customer support

> XAG 122 guidance for accessible customer support: offer phone, TTY, email, and live chat channels meeting WCAG 2 AA so all players can reach your support team.

## Goal

Ensure players with disabilities can reach customer support — call centers, live chat, email — through multiple accessible methods.

## Overview

Accessible customer support means the ways players discover information and contact support teams are usable by customers with disabilities. Offer multiple contact options: voice calls for players unable to read, and text chat or email for d/Deaf players. Ensure support websites meet web accessibility standards so all players can troubleshoot problems, ask questions, and share feedback.

## Scoping questions

* What support resources do your title, studio, or publisher offer?
* Does your customer support website meet [WCAG 2 Level AA](https://www.w3.org/WAI/WCAG2AA-Conformance)?
* Are call center numbers, email addresses, and live-chat entry points easily discoverable and accessible (screen-reader compatible and visually accessible)?

## Implementation guidelines

<Card title="Free access to support" icon="circle-dollar-to-slot">
  Players and individuals with disabilities should be able to reach call centers and customer support about the product and its accessibility features at no additional cost.
</Card>

<Card title="Multiple accessible contact methods" icon="list">
  Provide multiple accessible ways to contact support, including:

  * Phone
  * TTY
  * Email
  * Live chat
</Card>

<Tip>
  The [Microsoft Disability Answer Desk](https://www.microsoft.com/Accessibility/disability-answer-desk) is a strong reference example — customers can use text chat, a toll-free phone line, or a video call with an ASL-fluent specialist, and can also access community forums and assistive-technology resources.
</Tip>

## Potential player impact

This XAG reduces barriers for:

* Players without vision or with low vision
* Players with little or no color perception
* Players without hearing or with limited hearing
* Players without speech
* Players with limited cognitive skills
* Players with limited reach, strength, or manual dexterity
* Players using prosthetic devices
* Players with limited ability to use time-dependent controls
* All players, depending on personal, environmental, or situational factors

## Resources and tools

| Type     | Link                                                                                               |
| -------- | -------------------------------------------------------------------------------------------------- |
| Website  | [Microsoft Disability Answer Desk](https://www.microsoft.com/Accessibility/disability-answer-desk) |
| Standard | [WCAG 2 Level AA Conformance](https://www.w3.org/WAI/WCAG2AA-Conformance)                          |
| Tool     | [Accessibility Insights for Web](https://accessibilityinsights.io/docs/en/web/overview/)           |


## Related topics

- [XBOX Accessibility Guidelines (XAG)](/build/game-principles/accessibility/xbox-accessibility-guidelines.md)
- [XAG 121: Accessible feature documentation](/build/game-principles/accessibility/xag-deep-dives/xag-121-accessible-feature-documentation.md)
- [XAG 123: Mental health best practices](/build/game-principles/accessibility/xag-deep-dives/xag-123-mental-health-best-practices.md)
- [XAG 120: Communication experiences](/build/game-principles/accessibility/xag-deep-dives/xag-120-communication-experiences.md)
- [XAG 112: UI navigation](/build/game-principles/accessibility/xag-deep-dives/xag-112-ui-navigation.md)