Scope
Reliable remediation programs rely on explicit lifecycle stages, target service windows, and support ownership after delivery.
Operational takeaways
Define stage-level SLAs and block conditions early.
Use deterministic status transitions visible to users and admins.
Keep remediation and support histories linked to each delivered document.
Lifecycle stages that should be explicit
Intake and validation, including source checks and page detection.
Billing and queue admission to avoid unclear in-progress expectations.
Production, QA review, handoff, and post-delivery support continuity.
Timeline model by complexity
Low complexity requests can be handled quickly with standard templates and predictable content patterns.
High complexity requests require additional QA and stakeholder review windows.
Status updates should remain visible in-product to reduce support overhead and uncertainty.
Handoff and maintenance requirements
Delivered HTML should move into an editable workflow with version control and accessibility monitoring.
Support tickets should preserve context from both the source request and current edited version.
Recurring issues should trigger upstream authoring and template improvements.
Frequently asked questions
Should we publish timelines publicly?
Publishing realistic ranges and status definitions usually improves trust and reduces escalations.
Can we skip QA for urgent requests?
Only with controlled exceptions and explicit follow-up remediation commitments.
Sources and references
- U.S. DOJ: Accessibility of Web Information and ServicesPrimary ADA web accessibility guidance from the U.S. Department of Justice.
- Section 508 Laws and PoliciesHigh-level Section 508 legal and policy reference for federal obligations.
- Revised 508 Standards (U.S. Access Board)Technical standards frequently mapped to WCAG success criteria.
- W3C WCAG 2.2 RecommendationInternationally used accessibility standard referenced by many programs.
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