Client Accessibility & Support Policy

Purpose 

This policy ensures that ClickBSL remains accessible and inclusive for all Deaf professionals. It sets out the standards of support that clients can expect, guaranteeing equal access and high-quality service. 

Scope 

This policy applies to all services delivered under a ClickBSL subscription, including interpreting, customer service, technical support, and device provision. 

Commitment to Accessibility 

- ClickBSL is designed to provide instant access to British Sign Language (BSL) support in the workplace. 

- All services are delivered in clear and fluent BSL by qualified Language Service Professionals (LSPs). 

- Clients will receive onboarding support to set up their devices and use the ClickBSL app. 

- Services are provided in line with equality, diversity, and inclusion principles. 

Support Provided 

- Workplace Support: Interpreting for meetings, phone calls, informal conversations, and workplace interactions. 

- Practical Assistance: Support with form filling, proofreading, note-taking, and email creation. 

- Technical Support: Troubleshooting of the ClickBSL app and devices (non-billable). 

- Deaf Tech Services: Optional billable support for wider workplace technology and AI training. 

Service Availability 

- ClickBSL is accessible during the agreed subscription service hours. 
- Support outside of contracted hours may be available by arrangement and could incur additional charges. 
- Clients will be notified in advance of any scheduled system maintenance or downtime. 

Client Responsibilities 

- Clients must use ClickBSL services for legitimate workplace-related purposes only (see Fair Usage Policy). 

- Clients should report technical issues promptly via the Deaf Tech team. 

- Clients are encouraged to provide feedback to help improve the service.  

Commitment to Continuous Improvement 

Positive Signs Ltd will regularly review and improve ClickBSL to ensure it remains accessible and inclusive. Customer feedback will be used to shape service improvements and future features. 

Policy Review 

This policy will be reviewed annually or sooner if accessibility standards, legislation, or service delivery change.