Oracle Accessibility Conformance Report

VPAT® Version 2.0 - October 2017

Name of Product:

Oracle Service Cloud Chat Cloud Service May 2017

Product Description:

Oracle Service Cloud Chat, the customer-facing chat, allows a customer to chat live (online).

Date:

28-Jun-2017

Contact Information:

accessible_ww@oracle.com

Notes:

This VPAT does not cover the following product areas:

  • Agent-facing chat tool

Dependent Products


This product interacts with or is built with the other Oracle products listedin this section. Click below to view information about the accessibility ofthese dependent products. Products listed are the versions available at thetime of publication of this document; newer documents may be available that supersedethese versions.

Evaluation Methods Used:

Oracle's policy is to design, develop and test both products and documentation to be accessible. The recommended styles of testing for accessibility include: (i) algorithmic automated tests, (ii) human judgement tests such as tool-assisted tests, visual inspection and manual operation, and (iii) testing with assistive technology by people with and without disabilities. Additional information about Oracle's accessibility program is available on http://www.oracle.com/us/corporate/accessibility/index.html

Accessibility Standards/Guidelines

This report covers the degree of conformance for the following accessibility standard/guideline:

Standard/GuidelineIncluded In Report
Web Content Accessibility Guidelines 2.0, at http://www.w3.org/TR/2008/REC-WCAG20-20081211/Level A - Yes
Level AA - Yes
Level AAA - No
Section 508 as published in 2017, at http://www.Section508.govYes

Terms

The terms used in the Conformance Level information are defined as follows:

Supports
The functionality of the product has at least one method that meets the criteria without known defects or meets with equivalent facilitation.
Supports with Exceptions
Some functionality of the product does not meet the criteria.
Does Not Support
Majority of functionality of the product does not meet the criteria.
Not Applicable
The criteria are not relevant to the product.

WCAG 2.0 Report

Table 1 also documents conformance with:

  • Section 508: Chapter 5 - 501.1 Scope, 504.2 Content Creation or Editing, and Chapter 6 - 602.3 Electronic Support Documentation

Note: When reporting on conformance with the WCAG 2.0 Success Criteria, they are scoped for full pages, complete processes, and accessibility-supported ways of using technology as documented in the WCAG 2.0 Conformance Requirements.

Table 1: WCAG Conformance Criteria

Criteria
Conformance Level
Remarks and Explanations
1.1.1 Non-text Content (Level A)Supports

The product was tested for:

  • Images that convey information have meaningful alternative text using ALT
  • Images that are decorative are marked up using ALT=”” or CSS background images
  • Titles for Pages, Objects and Applets are provided
  • Controls have an associated name
  • There is no use of CAPTCHAs
1.2.1 Audio-only and Video-only (Prerecorded) (Level A)Not Applicable

No Pre-recorded audio-only or video-only content is being used

1.2.2 Captions (Prerecorded) (Level A)Not Applicable

No Pre-recorded video content is being used.

1.2.3 Audio Description or Media Alternative (Prerecorded) (Level A)Not Applicable

No pre-recorded video is being used.

1.2.4 Captions (Live) (Level AA)Not Applicable

No synchronized media is being used.

1.2.5 Audio Description (Prerecorded) (Level AA)Not Applicable

No synchronized media is being used.

1.3.1 Info and Relationships (Level A)Supports

The product was tested for :

  • User interface component labels are associated with the fields they are labeling
  • Headings are encoded with HTML heading tags
  • Groups of components are marked up with their description
  • Style sheets are used only to change the layout and presentation on the screen
1.3.2 Meaningful Sequence(Level A)Supports

The product was tested for:

  • The sequence of elements in the DOM matches a logical reading sequence
1.3.3 Sensory Characteristics(Level A)Supports

The product was tested for :

  • Instructions provided do not refer to things solely based on their sensory characteristics such as shape, size, visual location, orientation, color, or sound
  • Instructions provided which refer to graphics included a reference to the text alternative of the graphic
1.4.1 Use of Color(Level A)Supports

The product was tested for :

  • Information conveyed by color is available in alternative formats, such as shape, text, font weight
  • Information conveyed by color has a contrast ratio of at least 3:1
1.4.2 Audio Control(Level A)Supports

The product was tested for:

  • No automatically playing audio lasting more than 3 seconds is used
1.4.3 Contrast (Minimum) (Level AA)Supports

The product was tested for:

  • Large-scale text and images of large-scale text have a contrast ratio of at least 3:1
  • Other text and images of text have a contrast ratio of at least 4.5:1
1.4.4 Resize text(Level AA)Supports

The product was tested for:

  • Text can be resized up to 200% without loss of content or functionality
1.4.5 Images of Text(Level AA)Supports

The product was tested for :

  • Images of text are not used
2.1.1 Keyboard(Level A)Supports

The product was tested for:

  • Ability to perform functions from the keyboard only, and without requiring specific timings for individual keystrokes
  • Proper operation of unique keystrokes and access keys, including those listed in the product documentation
2.1.2 No Keyboard Trap (Level A)Supports

The product was tested for:

  • Movement of focus through each control only using the keyboard, with no "keyboard trap" that prevents focus from moving away from any control
2.2.1 Timing Adjustable(Level A)Supports

The product was tested for:

  • Time limits used are part of a real-time event, or an essential activity
2.2.2 Pause, Stop, Hide (Level A)Supports

The product was tested for:

  • There is no moving, blinking or scrolling content
2.3.1 Three Flashes or Below Threshold(Level A)Supports

The product was tested for:

  • No portion of the screen flickers or flashes with a frequency between 2 Hz and 55 Hz
2.4.1 Bypass Blocks(Level A)Not Applicable

There are no blocks of content repeated on multiple Web pages.

2.4.2 Page Titled(Level A)Supports

The product was tested for:

  • Pages have a meaningful title specified in the TITLE element
2.4.3 Focus Order(Level A)Supports

The product was tested for:

  • Logical movement through the focusable components using only the keyboard, in an order that follows a meaningful sequence
2.4.4 Link Purpose (In Context)(Level A)Supports

The product was tested for:

  • The text of links and their surrounding paragraph, list or table cell (with marked up table headers) is sufficient to describe their purpose
2.4.5 Multiple Ways(Level AA)Supports

The product was tested for:

  • Pages are fully inter-linked to each other
  • Page contains controls that enable reaching all pages
2.4.6 Headings and Labels(Level AA)Supports with Exceptions

The product was tested for:

  • Headers describe the topic or purpose of the content below them
  • Labels describe the purpose of the associated field

Exceptions:

  • Bug 24557114 Chat screen - headings are not identified as headings
2.4.7 Focus Visible(Level AA)Supports

The product was tested for:

  • Visual indication of the location of the focus
3.1.1 Language of Page(Level A)Supports

The product was tested for:

  • Properly set lang attribute for each page
3.1.2 Language of Parts(Level AA)Supports with Exceptions

The product was tested for:

  • Proper use of lang attribute for text passages that are in a different language than that of the page
Exceptions:
  • Bug 24558465 - ACCESSIBILITY: Chat pop-up window does not have defined a lang attribute
  • Bug 24557282 - ACCESSIBILITY: The "Action Capture" iframe does not have a lang attribute
3.2.1 On Focus(Level A)Supports

The product was tested for:

  • When an element receives focus, it does not result in a substantial change to the page, an additional change of keyboard focus, or the spawning of a pop-up window
3.2.2 On Input(Level A)Supports

The product was tested for:

  • In circumstances where changing the value of the components causes a substantial change to the page, an additional change of keyboard focus, or the spawning of a pop-up window, warning is given prior to the user interacting with those user-interface components
3.2.3 Consistent Navigation(Level AA)Supports

The product was tested for:

  • There are no navigational mechanisms that are repeated
3.2.4 Consistent Identification(Level AA)Supports

The product was tested for:

  • Images and controls are used and identified consistently throughout the product
3.3.1 Error Identification(Level A)Supports

The product was tested for:

  • When input errors are detected, they are described to the user in text, including identifying the item where the error occurred
3.3.2 Labels or Instructions (Level A)Supports

The product was tested for:

  • Labels or instructions are provided when the product requires user input
3.3.3 Error Suggestion (Level AA)Supports

The product was tested for:

  • Where suggestions for fixing an input error are known, they are provided to the user
3.3.4 Error Prevention (Legal, Financial, Data)(Level AA)Supports

The product was tested for:

  • Data is checked for input errors with an opportunity for the user to correct them
  • Data can be reviewed, corrected, and confirmed by the user before they are finalized
4.1.1 Parsing(Level A)Supports

The product was tested for:

  • Elements in HTML content have complete start and end tags, are properly nested, do not contain duplicate attributes, and have unique IDs
  • Pages validate to the HTML specification
4.1.2 Name, Role, Value (Level A)Supports

The product was tested for:

  • HTML controls have a programmatically associated name, derived from the appropriate HTML elements and attributes including LABEL, TITLE, SUMMARY, CAPTION, etc.
  • Additional state information is programmatically exposed for HTML controls, such as whether a field is ‘required’.
  • Custom controls have appropriate roles specified using the role attribute
  • Custom controls have appropriate state and property information conveyed using the relevant WAI-ARIA or HTML5 attributes
  • Custom controls have a meaningful programmatically exposed name
  • Frames have a meaningful title specified in the title attribute

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2017 Section 508 Report

Chapter 3: Functional Performance Criteria (FPC)

Criteria
Conformance Level
Remarks and Explanations
302.1 Without VisionNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.2 With Limited VisionNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.3 Without Perception of ColorNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.4 Without HearingNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.5 With Limited HearingNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.6 Without SpeechNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.7 With Limited ManipulationNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.8 With Limited Reach and StrengthNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.9 With Limited Language, Cognitive, and Learning AbilitiesNot ApplicableThe product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.

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Chapter 4: Hardware

These criteria are all Not Applicable because the product is not Hardware

Chapter 5: Software

Criteria
Conformance Level
Remarks and Explanations
501.1 Scope - Incorporation of WCAG 2.0 AASupportsSee the responses in the WCAG 2.0 section of this report.
 502 Interoperability with Assistive TechnologyHeading cell - no response requiredHeading cell - no response required
502.2.1 User Control of Accessibility FeaturesNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.2.2 No Disruption of Accessibility FeaturesNot ApplicableThe product is designed to be isolated from the underlying platform.
 502.3 Accessibility ServicesHeading cell - no response requiredHeading cell - no response required
502.3.1 Object InformationNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.2 Modification of Object InformationNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.3 Row, Column, and HeadersNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.4 ValuesNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.5 Modification of ValuesNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.6 Label RelationshipsNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.7 Hierarchical RelationshipsNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.8 TextNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.9 Modification of TextNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.10 List of ActionsNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.11 Actions on ObjectsNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.12 Focus CursorNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.13 Modification of Focus CursorNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.3.14 Event NotificationNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
502.4 Platform Accessibility FeaturesNot ApplicableThe product is not a platform or does not have access to platform accessibility features.
 503 ApplicationsHeading cell - no response requiredHeading cell - no response required
503.2 User PreferencesNot ApplicableThe product is designed to be isolated from the underlying platform.
503.3 Alternative User InterfacesNot ApplicableThe product does not have assistive technology features.
 503.4 User Controls for Captions and Audio DescriptionHeading cell - no response requiredHeading cell - no response required
503.4.1 Caption ControlsNot ApplicableThe product has no multimedia.
503.4.2 Audio Description ControlsNot ApplicableThe product has no multimedia.
 504 Authoring ToolsHeading cell - no response requiredHeading cell - no response required
504.2 Content Creation or EditingNot ApplicableThe product is not an authoring tool.
504.2.1 Preservation of Information Provided for Accessibility in Format ConversionNot ApplicableThe product is not an authoring tool.
504.2.2 PDF ExportNot ApplicableThe product is not an authoring tool.
504.3 PromptsNot ApplicableThe product is not an authoring tool.
504.4 TemplatesNot ApplicableThe product is not an authoring tool.

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Chapter 6: Support Documentation and Services

Criteria
Conformance Level
Remarks and Explanations
 602 Support DocumentationHeading cell - no response requiredHeading cell - no response required
602.2 Accessibility and Compatibility FeaturesNot Supported

The OSvC Chat solution has documentation for Agents and Administrators, it does not provide documentation for End-Users of the chat system. For example, if ABC Company deploys OSvC Chat onto their .com website, there is OSvC Chat documentation for the ABC Company Administrator to deploy chat, and the ABC Company Agent to respond to inbound chats, but there is no documentation for the customer of ABC Company that is visiting the .com site to engage directly with ABC Company. OSvC Chat Documentation for Administrators and Agents can be found here: http://docs.oracle.com/apps/search/search.jsp?word=chat&product=e56180-01&book=FAMUG.

There is currently no chapter specific to accessibility.

602.3 Scope - Incorporation of WCAG 2.0 AASupportsSee the responses in the WCAG 2.0 section of this report.
602.4 Alternate Formats for Non-Electronic Support DocumentationNot Applicable

Product documentation is in electronic format.

 603 Support ServicesHeading cell - no response requiredHeading cell - no response required
603.2 Information on Accessibility and Compatibility FeaturesSupportsOracle Global Customer Support can provide information about accessibility features of the product.
603.3 Accommodation of Communication NeedsSupports

Oracle customers have access to electronic support through http://cx.rightnow.com or by calling Oracle Service Cloud Technical Support at 1.800.806.6592.  Hearing-impaired customers in the U.S. who wish to speak to an Oracle Support Representative may use a telecommunications relay service (TRS).  Information about the TRS is available at http://www.fcc.gov/cgb/consumerfacts/trs.html, and a list of telephone numbers is available at https://www.fcc.gov/general/telecommunications-relay-services-directory.  International hearing-impaired customers should use the TRS at +1.605.224.1837.  An Oracle Support Engineer will respond to technical issues according to the standard service request process.

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Oracle Legal Disclaimer

The information above describes this product's ability to support the applicableStandards/Guidelines, subject to Oracle's interpretation of those standards(available at http://www.oracle.com/us/corporate/accessibility/oracle-accessibility-program-173235.html) and the remarks in this document. For more information regarding the accessibility status of this product or other Oracle products, see http://www.oracle.com/us/corporate/accessibility or contact: accessible_ww@oracle.com.

This document is provided for information purposes only and the contents hereof are subject to change without notice. Oracle Corporation does not warrant that this document is error free, nor does it provide any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. Oracle Corporation specifically disclaims any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. Oracle further makes no representation concerning the ability of assistive technologies or other products to interoperate with Oracle products. This document addresses the named product(s) only and not prerequisite products for which Oracle supplies restricted use licenses.