Oracle Accessibility Conformance Report

VPAT® Version 2.3 - April 2019

Name of Product:

My Oracle Support (MOS) 20.3

Product Description:

My Oracle Support provides customers secure, real-time access to support experts on Oracle cloud services, software, and hardware products. It also provides personalized and proactive support capabilities that help reduce unplanned down time and improve system stability. Leverage the Customer Portal for immediate access to 24x7 support and get the critical and timely information you need to run your business. This VPAT summarizes accessibility for the My Oracle Support product.

More information on My Oracle Support accessibility can be found at http://docs.oracle.com/cd/E25290_01/doc.60/e25224/registration.htm

Date:

05-Jan-2021

Archive Note:

This VPAT applies to only version 20.3. It does not apply to any versions of My Oracle Support (MOS) after this. This VPAT has been superseded by My Oracle Support (MOS) 22.08.

Contact Information:

accessible_ww@oracle.com

Notes:

This VPAT does not cover the following product areas:

Siebel Tools for development, customization, or configuration of the back end of MOS.
Administration screens within the MOS framework (including anything for which SADMIN access is required)
Oracle packages are often configured together with MOS e.g. Business Intelligence products. For information on accessibility in these products, consult the VPAT that specifically references the relevant product and version.
Associated applications: BUG Database, Oracle Patches and other sub-systems associated to MOS ADF.
My Oracle Support Mobile
Oracle Cloud Support
My Oracle Support Community

Users who require screen reader, high contrast or large font accessibility must go to Personalization under Account Settings and select the screen reader mode checkbox, high contrast checkbox, large font checkbox or show messages in popups as needed. Instructions for these accessibility options are available at http://docs.oracle.com/cd/E25290_01/doc.60/e25224/registration.htm

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.

ADF Faces Rich Client Components (output of JDeveloper), 11g R1 Fusion Apps updated3.1 Rel11

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/corporate/accessibility/index.html

Accessibility Standards/Guidelines

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

Standard/Guideline	Included In Report
Web Content Accessibility Guidelines 2.1	Level A - Yes Level AA - Yes Level AAA - No
Revised Section 508 standards published January 18, 2017 and corrected January 22, 2018	Yes

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.
Partially Supports: 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 2.1 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 2.1 Success Criteria, they are scoped for full pages, complete processes, and accessibility-supported ways of using technology as documented in the WCAG 2.1 Conformance Requirements.

Table 1: WCAG Conformance Criteria

Criteria	Conformance Level	Remarks and Explanations
1.1.1 Non-text Content (Level A)	Partially 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 Information shown in complex images such as charts is also available in an alternative textual form (e.g. a data table) Titles for Objects and Applets are provided Controls have an associated name Non-text characters are not used or have meaningful alternative text CAPTCHAs are not used The following exceptions were found: Bug 32214268 - Prelogin page for My Oracle Support Customer Portal: image does not have alternate text Bug 32214324 - Prelogin page for My Oracle Support Customer Portal: screen reader reads the link to login twice Bug 32166180 -'More' button for other tabs in My Oracle Support Customer Portal is not labeled with alt text
1.2.1 Audio-only and Video-only (Prerecorded) (Level A)	Not Applicable	The product was tested to ensure that there is no audio and video only content.
1.2.2 Captions (Prerecorded) (Level A)	Supports	The product was tested for: Pre-recorded video includes closed captions
1.2.3 Audio Description or Media Alternative (Prerecorded) (Level A)	Supports	The product was tested for: Pre-recorded video includes an alternative to the video (captions)
1.2.4 Captions (Live) (Level AA)	Not Applicable	The product was tested for: No live audio content in video is being used
1.2.5 Audio Description (Prerecorded) (Level AA)	Not Supported	The product was tested for: A separate audio track does not accompany video Bug 29849154 - Audio description is not provided for pre-recorded video synchronized media
1.3.1 Info and Relationships (Level A)	Partially 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 List markup is used for marking up lists Table markup is used for marking up data tables, including row and column headers and table captions/summaries where appropriate Data tables specify SUMMARY or CAPTION Layout tables use appropriate markup Groups of components are marked up with their description Style sheets are used only to change the layout and presentation on the screen The following exception was found: Bug 32214923 - Table headers missing, column headings missing
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
1.3.4 Orientation (Level AA)	Supports	This product was tested for: Text is displayed in both device orientations without loss of functionality or visibility of the text.
1.3.5 Identify Input Purpose (Level AA)	Supports	The product was tested for: Text fields which collect information about the user contain the appropriate autocomplete content attribute.
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
1.4.2 Audio Control(Level A)	Not Applicable	The product was tested for: No automatically playing audio is used
1.4.3 Contrast (Minimum) (Level AA)	Partially 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 The following exceptions were found: Bug 32224580 - Certifications tab in My Oracle Support Customer Portal shows contrast error Bug 32224595 - Managed Cloud tab in My Oracle Support Customer Portal show contrast errors
1.4.4 Resize text(Level AA)	Partially Supports	The product was tested for: Text can be resized up to 200% without loss of content or functionality The following exception was found: Bug 31663926 - Visibility Accessibility Issue with SR Closure Wizard
1.4.5 Images of Text(Level AA)	Not Applicable	The product was tested for: Images of text are not used
1.4.10 Reflow (Level AA)	Not Supported	This product was tested for: Content that requires two-dimensional layout only presents scroll bars in the component used to present the two-dimensional content. The following exception was found: Bug 32295447 - Both horizontal and vertical scrollbars appear on screens when zooming to 400%
1.4.11 Non-text Contrast (Level AA)	Supports	The product was tested for: Non-text items have a contrast ratio of at least 3:1
1.4.12 Text Spacing (Level AA)	Partially Supports	The product was tested for: When the following attributes and no others are modified there is no loss in functionality or content: Line height (line spacing) to at least 1.5 times the font size Spacing following paragraphs to at least 2 times the font size Letter spacing (tracking) to at least 0.12 times the font size Word spacing to at least 0.16 times the font size The following exception was found: Bug 32249310 - Increased line height or spacing results in "Document Display" being cut off
1.4.13 Content on Hover or Focus (Level AA)	Partially Supports	The product was tested for: Dismissable -The content can be dismissed without moving the pointer or keyboard focus Persistent - The additional content remains visible until the hover or focus trigger is removed, the user dismisses it, or its information is no longer valid. The following exception was found: Bug 32249347 - Pointer hover text is not hoverable
2.1.1 Keyboard(Level A)	Partially 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 The ability to use the product with OS keyboard aids: StickyKeys and FilterKeys (feature names may be different on different platforms) The following exceptions were found: Bug 20558188 - Issue navigating to table rows in System Region Bug 32301168 - Unable to choose product when conducting knowledge search or creating Service Request
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
2.1.4 Character Key Shortcuts (Level A)	Supports	This product was tested for: Single character keyboard shortcuts are only active when that component has focus.
2.2.1 Timing Adjustable(Level A)	Supports	The product was tested for: Time limits in the product can be turned off before they are encountered Time limits in the product can be extended with at least 20 seconds warning up to 10 times
2.2.2 Pause, Stop, Hide (Level A)	Not Applicable	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)	Supports	The product was tested for: A ‘Skip to Main Content’ link is provided to skip repetitive navigation links at the top of the page.
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)	Partially Supports	The product was tested for: Logical movement through the focusable components using only the keyboard, in an order that follows a meaningful sequence The following exception was found: Bug 20088128 - KEY/Screen Reader Layout of Next/Back/Cancel in Service Request Flow causes confusion
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)	Partially Supports	The product was tested for: Headers describe the topic or purpose of the content below them Labels describe the purpose of the associated field The following exception was found: Bug 32300440 - Form element has missing label in My Oracle Support Customer Portal 'System's tab
2.4.7 Focus Visible(Level AA)	Partially Supports	The product was tested for: Visual indication of the location of the focus The following exception was found: Bug 20536905 - KEY Certify popups don't have the Close button (X) highlighted
2.5.1 Pointer Gestures (Level A)	Not Applicable	This product was tested for: There are no multipoint or path-based gestures for operation in MOSCP
2.5.2 Pointer Cancellation (Level A)	Supports	The product was tested for: When an operation uses a single pointer, the down-event of the pointer is not used to execute any part of the function When an operation uses a single pointer, completion of the function is on the up-event, and a mechanism is available to abort the function before completion or undo the function after completion When an operation uses a single pointer, the up-event reverses any outcome of the preceding down-event
2.5.3 Label in Name (Level A)	Supports	The product has been tested for User interface components that include text or images of text and have a label, have a name that contains the text that is presented visually.
2.5.4 Motion Actuation (Level A)	Not Applicable	This product was tested for: There are no functions that require motion of the device.
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	The product was tested for: Proper use of lang attribute for text passages that are in a different language than that of the page
3.2.1 On Focus(Level A)	Partially Supports	The product was tested for: When an element receives focus, it results in a substantial change to the page and an additional change of keyboard focus The following exception was found: Bug 32301168 - Unable to choose product when conducting knowledge search or creating Service Request
3.2.2 On Input(Level A)	Supports	The product was tested for: Changes in the value of user interface components does not result in a substantial change to the page, an additional change of keyboard focus, or the spawning of a pop-up window
3.2.3 Consistent Navigation(Level AA)	Supports	The product was tested for: Pages that are grouped together into sets with a common navigation mechanism utilize that navigation mechanism in the same fashion, with navigation elements appearing in the same relative order each time
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)	Partially Supports	The product was tested for: Labels or instructions are provided when the product requires user input The following exception was found: Bug 32214897 - Patches and Updates: Label missing for text box
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: Submissions are reversible. Data entered by the user is checked for input errors with and the user is provided an opportunity for the user to correct them Data can be reviewed, corrected, and confirmed by the user before they are finalized Data entered by the user is checked for input errors with and the user is provided an opportunity for the user to correct them. A mechanism is available for reviewing, confirming, and correcting information before finalizing the submission.
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’.
4.1.3 Status Messages (Level AA)	Not Supported	The product was tested for Status messages are not read. Bug 32249522 - Status Messages are not read

2018 Section 508 Report

Chapter 3: Functional Performance Criteria (FPC)

Criteria	Conformance Level	Remarks and Explanations
302.1 Without Vision	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.2 With Limited Vision	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.3 Without Perception of Color	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.4 Without Hearing	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.5 With Limited Hearing	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.6 Without Speech	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.7 With Limited Manipulation	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.8 With Limited Reach and Strength	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.
302.9 With Limited Language, Cognitive, and Learning Abilities	Not Applicable	The product does not rely on equivalent functionality, and all aspects are addressed by the technical standards.

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 AA	Supports	See the responses in the WCAG 2.0 section of this report.
502 Interoperability with Assistive Technology	Heading cell - no response required	Heading cell - no response required
502.2.1 User Control of Accessibility Features	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.2.2 No Disruption of Accessibility Features	Not Applicable	The product is designed to be isolated from the underlying platform.
502.3 Accessibility Services	Heading cell - no response required	Heading cell - no response required
502.3.1 Object Information	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.2 Modification of Object Information	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.3 Row, Column, and Headers	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.4 Values	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.5 Modification of Values	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.6 Label Relationships	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.7 Hierarchical Relationships	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.8 Text	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.9 Modification of Text	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.10 List of Actions	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.11 Actions on Objects	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.12 Focus Cursor	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.13 Modification of Focus Cursor	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.3.14 Event Notification	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
502.4 Platform Accessibility Features	Not Applicable	The product is not a platform or does not have access to platform accessibility features.
503 Applications	Heading cell - no response required	Heading cell - no response required
503.2 User Preferences	Not Applicable	The product is designed to be isolated from the underlying platform.
503.3 Alternative User Interfaces	Not Applicable	The product does not have assistive technology features.
503.4 User Controls for Captions and Audio Description	Heading cell - no response required	Heading cell - no response required
503.4.1 Caption Controls	Supports	The product was tested for: User controls for the selection of captions are provided at the same menu level as the user controls for volume or program selection
503.4.2 Audio Description Controls	Supports	The product was tested for: User controls for the selection of audio description are provided at the same menu level as the user controls for volume or program selection
504 Authoring Tools	Heading cell - no response required	Heading cell - no response required
504.2 Content Creation or Editing	Not Applicable	The product is not an authoring tool.
504.2.1 Preservation of Information Provided for Accessibility in Format Conversion	Not Applicable	The product is not an authoring tool.
504.2.2 PDF Export	Not Applicable	The product is not an authoring tool.
504.3 Prompts	Not Applicable	The product is not an authoring tool.
504.4 Templates	Not Applicable	The product is not an authoring tool.

Chapter 6: Support Documentation and Services

Criteria	Conformance Level	Remarks and Explanations
602 Support Documentation	Heading cell - no response required	Heading cell - no response required
602.2 Accessibility and Compatibility Features	Supports	The product was tested for: Accessibility Features are located at: https://docs.oracle.com/cd/E74665_01/MOSHP/registration.htm#MOSHP716
602.3 Scope - Incorporation of WCAG 2.0 AA	Supports	See the responses in the WCAG 2.0 section of this report.
602.4 Alternate Formats for Non-Electronic Support Documentation	Not Applicable	Product documentation is in electronic format.
603 Support Services	Heading cell - no response required	Heading cell - no response required
603.2 Information on Accessibility and Compatibility Features	Supports	Oracle Global Customer Support can provide information about accessibility features of the product.
603.3 Accommodation of Communication Needs	Supports	Oracle customers have access to electronic support through My Oracle Support or by calling Oracle Support at 1.800.223.1711. 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.

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 https://www.oracle.com/corporate/accessibility/policy.html#standards-tab) 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/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.