How to Create a Product Accessibility Support Case

Clarivate is committed to ensuring accessibility in our products through integration during design and development, by conducting annual internal and 3^rd party audits, and when responding to user-submitted cases. To provide an efficient response, please review the guidelines for submitting an accessibility support case provided on this page.

Our Commitment to Accessibility

Clarivate strives for conformance with WCAG 2.2 AA in our Academia & Government products. When reporting accessibility issues, to facilitate an efficient turn around on requests, we will need specific information. If you are planning to submit an accessibility audit of over 10 issues at once, please refer to the “Audit Process Guidelines” section for more information.

Our goal is to achieve conformance with WCAG 2.2 AA across our current products, some products may be working towards WCAG 2.1 due to technical constraints or legacy architecture. For these cases, we are prioritizing updates based on usage and feasibility.

Support Case Guidelines

Please include the following in your support case:

1. Concise Subject and detailed Description of the issue
2. Select “Accessibility" (Assistive Technology) as the Case Type
3. Select the impact of the issue

   

   Case Priority	Description
   High	Blocking issue, user cannot complete task
   Medium	Difficult to finish a task, but not impossible
   Low	Limited end-user impact that may still be a technical failure under WCA

4. Provide written steps to replicate as a user along with the actual and expected results. For example:
   1. Login as Test User
   2. Navigate to Virtual Browse
   3. Action the carousel scroll button with a keyboard
   4. Actual result: Keyboard navigation gets lost trying to reach scroll button, only actions on mouse click
   5. Expected result: Carousel scroll can be navigated to and actioned via keyboard
5. Screen reader used and version (if keyboard only please identify)
6. WCAG 2.2 AA success criteria that is violated (as applicable and/or known)
7. Screen recording with audio or screen shot(s) of the issue

• If a screen recording is possible, please capture the interaction prior to the issue, the issue itself, and the interaction following. Please include audio describing the actual and expected behavior

Customizations

Accessibility issues are introduced due to local customizations may fall outside the scope of our support, for example color contrast changes for library branding or the addition of custom components. If you’re unsure whether the accessibility issue is related to the core product, or a customization, please submit a case with the details provided above and we will review.

Known Issues

If an issue aligns with a known limitation documented in a VPAT or accessibility conformance report or roadmap, there is no need to resubmit it. These items are tracked and prioritized internally. If you’re experiencing a significant user impact related to a known issue, please submit with added context so we can better understand its severity or identify potential workarounds.

Known issues are reported and communicated in several places including the Known Issue Portal, Accessibility Statements and VPAT reports, and product release note documentation. Please refer to the specific product of interest, as the approach for documenting known issues may vary slightly by product.

VPATs, Accessibility Statements, and some product Accessibility Roadmaps are published to the Accessibility Directory.

Escalating a Support Case

If a support case requires scalation, please follow the provided steps noted via the Support Escalation Policy. This policy is intended for customers who may have an issue with an outstanding support case, and need to escalate the urgency of that case.

Audit Process Guidelines

Most of our products are audited on an annual basis either internally at Clarivate, or by an external 3^rd party accessibility vendor. Please review our Accessibility Conformance Reports (ACR), also often referred to as Voluntary Product Accessibility Templates (VPAT), to identify what level of accessibility the product has met and areas of known issue. These are important to review before submitting your results. If there is a product missing from the list, please reach out to accessibility@clarivate.com

If you are planning to submit an accessibility audit of over10 issues at one time, please send directly to accessibility@clarivate.com. Our Accessibility Team will work with individual products to review issues and provide a response on the remediation plan. Audit submissions that consist solely of automated testing results – without accompanying manual verification or user-impact context – cannot be accepted.

In order to effectively review, and reproduce issues submitted via testing reports, please provide:

• Steps to reproduce the issue including location in the application and expected results
• Severity level based on user impact such as critical, high, medium, or low
• Screenshot or link to where the issue occurs so that it can be reviewed accurately

To help with the review process, please use the feedback template provided below to submit a testing report (Available August 2026). Providing necessary details ensures our teams can reproduce the issue to effectively evaluate and respond.

Automated Testing Tool and Scan Guidelines

Automated accessibility tools can be a helpful starting point for identifying issues. However, they often produce false positives or flag elements that do not significantly affect the user experience, are expected behavior, or were created as a deliberate workaround. To ensure reports are actionable and accurately reflect real barriers, all accessibility issues must be manually verified – particularly using screen readers and keyboard navigation. Examples of automated testing scans include WAVE, ANDI, DevTools, Lighthouse.

To assist effectively, we require clear, manual steps that will lead directly to the affected interface component. Submissions based solely on automated scan results – without accompanying manual context – cannot be addressed. Once you’ve confirmed the issue can be reproduced manually, please submit each verified issue as a separate support case. Reports should reflect the experience of a user encountering the issue, rather than the output from testing tools.

Example of actionable issues:

• Inability to navigate to interactive elements using a keyboard
• Keyboard traps that prevent users from moving away from an element
• Using NVDA, a screen reader user activates a modal, but focus remains on the background content, allowing them to continue to navigate behind the modal instead of within it.

3rd Party Products

Some products may be distributed by Clarivate but are developed and managed by an independent vendor. For these resources, accessibility cases can be submitted directly to the vendor. If feedback is submitted to Clarivate, we will share the information with the appropriate vendor for their review. While we facilitate communication where appropriate, remediation timelines and implementation decisions are determined by the third-party vendor.