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

# Xbox Accessibility Guideline 122

> 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] Free access to support
>
> 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] Multiple accessible contact methods
>
> Provide multiple accessible ways to contact support, including:
>
> * Phone
> * TTY
> * Email
> * Live chat

> [!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.

## 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](https://docs.xbox.com/build/game-principles/accessibility/xbox-accessibility-guidelines.md)
- [Xbox Accessibility Guideline 121](https://docs.xbox.com/build/game-principles/accessibility/xag-deep-dives/xag-121-accessible-feature-documentation.md)
- [Xbox Accessibility Guideline 119](https://docs.xbox.com/build/game-principles/accessibility/xag-deep-dives/xag-119-chat.md)
- [Xbox Accessibility Guideline 114](https://docs.xbox.com/build/game-principles/accessibility/xag-deep-dives/xag-114-ui-context.md)
- [Xbox Accessibility Guideline 104](https://docs.xbox.com/build/game-principles/accessibility/xag-deep-dives/xag-104-subtitles-captions.md)