Effective from March 05, 2025

We are committed to ensuring that our digital content and services are usable by all users, including those with disabilities. We strive to create an inclusive experience by adhering to recognized accessibility standards and guidelines, such as the Web Content Accessibility Guidelines (WCAG). The Elsevier Support Centers have been developed to meet WCAG 2.1 AA.

Our goal is to provide an optimal user experience for everyone and first-class customer support. Alongside our comprehensive Support Center content, we provide multi-channel support where feasible, allowing you to reach us in the way that is most convenient for you.  

We welcome feedback to help us improve the accessibility of our Support Centers. If you experience issues or need an accommodation, please contact [email protected].

Accessibility support

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  Pages are uniquely and descriptively titled
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  A breadcrumb trail provides information about the user's location
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  Text supports resizing up to 200%
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  Responsive design can be used in small screen devices and magnified in the browser to 400%
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  All text has a high level of contrast with the site background colour
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  Interactive elements have high-contrast visible focus indicators
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  Links and buttons are keyboard friendly
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  All interactive elements have accessible names

Known issues

While we develop and test with accessibility in mind, the Elsevier Support Centers have some limitations which we are continually working to improve:

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  Some buttons may be missing accessible names; this largely impacts VoiceOver users on Safari
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  Where complex images are used to convey information, detailed alternative text may be missing
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  When an action causes a page to scroll to a specific point, keyboard focus may not be automatically moved
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  Form fields do not support autocomplete browser functionality, and instructions or error messages are not automatically communicated to assistive technologies

Chat features

Live agent chat

Where the functionality to chat live with an agent is available, we rely on a third-party provider to deliver this service. Full details of the product’s accessibility conformance are detailed in the Oracle Service Cloud Chat Cloud Service Accessibility Conformance Report.

AI-powered chat

We are currently migrating our Support Centers to an updated AI-powered chatbot. While this work takes place, we will rely on two third-party solutions.

The accessibility conformance of our legacy solution, which we are migrating away from, is detailed in the Oracle Digital Assistant VPAT document.

A public Accessibility Conformance Report of our new system, Kore.ai, is not available however the vendor attests compliance with WCAG 2.0 level A