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Accessibility Statement for Gainsight CC

This accessibility statement applies to the Gainsight Customer Community Platform, as evaluated in the most recent VPAT 2.4Rev Report.

Compliance Status

Gainsight is partially compliant with the Web Content Accessibility Guidelines (WCAG) 2.1 level AA, due to the non-compliances and partial supports described below.

Preparation of this Statement

This statement was prepared on June 30, 2025 based on an evaluation conducted using a combination of:

  • Automated accessibility testing tools
  • Manual testing with assistive technologies
  • Internal Quality Assurance processes
  • Support from third-party accessibility experts

The evaluation follows the requirements of EN 301 549 v3.2.1 and WCAG 2.1.

Accessibility Measures Taken

Gainsight has integrated accessibility into the design, development, and quality assurance processes. The Gainsight Customer Community Platform supports:

  • WCAG 2.1 Level A: Majority of criteria are supported, some partially supported (e.g., 1.1.1 Non-text Content, 1.3.1 Info and Relationships, 2.1.1 Keyboard)
  • WCAG 2.1 Level AA: Several Level AA criteria are supported (e.g., 1.4.4 Resize Text, 1.4.10 Reflow, 2.4.5 Multiple Ways), though some are only partially supported (e.g., 1.4.3 Contrast, 2.4.7 Focus Visible, 3.3.3 Error Suggestion)
  • WCAG 2.1 Level AAA: Evaluated where applicable, though not a legal requirement.

Known Accessibility Limitations

The following content and functionalities are partially accessible, meaning they may not fully meet the accessibility requirements of the EU Web Accessibility Directive:

  1. Visual and Contrast Issues
    • Insufficient contrast in a few areas (custom topic labels and custom code, or Custom CSS)
    • Inadequate link visibility
    • Inconsistent or hidden keyboard focus indicators in a few places that are subject of ongoing improvement
  2. Semantic Structure and HTML
    • Non-semantic use of “div” and “span” impairs screen reader navigation
    • Missing, incorrect or unnecessary use of headings, landmarks, lists, and groupings
    • Inappropriate use of toggle buttons and combo boxes (in search functionality)
  3. Screen Reader Feedback and Focus Management
    • Lack of aria-live regions for status changes
    • Focus not moved or managed correctly when content changes dynamically
  4. Component Accessibility
    • Accordions, rich text editors, tab elements, and navigation menus lack appropriate ARIA roles and labels
  5. Emails and External Communication
    • Email templates lack proper headings and alt texts
    • Poor text contrast in email footers

We are aware of the current accessibility limitations and are actively working to address them. A remediation plan is in place, with development cycles incorporating accessibility fixes. We expect to achieve substantial compliance by the end of July 2025.

Feedback and Contact Information

We welcome feedback on the accessibility of the Gainsight Platform. If you encounter any barriers, please let us know via:

Gainsight Support

You can also request information in alternative formats.

Enforcement Procedure

If you are not satisfied with our response, you may contact the relevant national enforcement body. In the EU, each Member State designates an authority to oversee enforcement of the Web Accessibility Directive. A list is available here:

https://digital-strategy.ec.europa.eu/en/policies/web-accessibility

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