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LogMeIn Rescue accessibility statement

This accessibility statement applies to the LogMeIn Rescue application.

This accessibility statement applies to LogMeIn Rescue.

LogMeIn Rescue is a third-party application run by GoTo. We want as many people as possible to be able to use this application, which means that you should be able to:

  • change colours, contrast levels and fonts
  • zoom in up to 400% without the text spilling off the screen
  • navigate the website using just a keyboard
  • navigate the website using speech recognition software
  • listen to most of the website using a screen reader

Due to LogMeIn Rescue being a third-party platform some aspects of its accessibility are outside of UCL's [Univsrsity College London] immediate control. 

There are a number of customisation options for your browser and device that could help you use this application and other apps more effectively. AbilityNet has advice on making your device easier to use if you have a disability.

Feedback and contact information

Please contact us if you have an accessibility query including:

  • If you are experiencing issues with accessing information or using the website
  • If you find an accessibility problem not listed on this statement
  • If you have positive feedback on the accessibility considerations made. 

When you contact UCL's LogMeIn Rescue Team, there is a process in place to acknowledge your contact, tell you who is dealing with your query and give you a timescale by which you can expect a reply.

We aim to respond to all contacts within 2 working days.

Reporting accessibility problems with this website

We formally test the accessibility of key user journeys that represent the breadth of content across our website on a regular basis against WCAG (Web Content Accessibility Guidelines) 2.1 AA standards.

We’re always looking to improve the accessibility of this website. If you find any problems not listed on this page or think we’re not meeting accessibility requirements, please contact us.

Read tips on contacting organisation about inaccessible websites.

Enforcement procedure

The Equality and Human Rights Commission (EHRC) is responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’). If you’re not happy with how we respond to your complaint, contact the Equality Advisory and Support Service (EASS).

If you are in Northern Ireland and are not happy with how we respond to your complaint, you can contact the Equalities Commission for Northern Ireland who are responsible for enforcing the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018 (the ‘accessibility regulations’) in Northern Ireland

Technical information about this website's accessibility 

University College London is committed to making this website accessible, in accordance with the Public Sector Bodies (Websites and Mobile Applications) (No. 2) Accessibility Regulations 2018.

Compliance Status

This website is partially compliant with the Web Content Accessibility Guidelines (WCAG) 2.1 AA standard, due to the non-compliances and exemptions listed below.

Non-accessible content

The content listed below is non-accessible for the following reasons.

Non-compliance with the accessibility regulations

Technician Console

There are no options in the technician console to resize the text, making usability of the tool for those with visual disabilities difficult. This fails WCAG point 1.4.4 Resize text Level (AA).

The ‘Computers’ and ‘Monitor technician’ icons only display their purpose in text form on hover. For users who are unfamiliar with what the icons represent could have trouble interpreting, and therefore using the tool. This fails WCAG point 1.3.3 Sensory Characteristics Level (A).

Some components of the technician console, such as the additional options presented during a remote session, cannot be accessed via keyboard input alone. This makes using the tool difficult for those who find it difficult or cannot use a mouse. This fails WCAG point 2.1.1 Keyboard Level (A).

When using the keyboard to navigate the tool focus gets lost between ‘Options’ and ‘New Session’ for 3 tab presses. This can make following the flow of the tool and knowing where you are confusing. This fails WCAG points 2.4.3 Focus Order Level (A) and 2.4.7 Focus Visible Level (AA).

If you find an issue that we have yet to identify, please contact us using one of the routes described in the ‘Reporting accessibility problems with this service’ section of this statement.

Live Chat

There are 2 icons, which are used to share files and close the live chat, that are represented by icons only. This can cause confusion for those who rely on assistive technologies who will be unable to identify what this buttons do. This fails WCAG 1.3.3 Sensory Characteristics Level (A).

The Live Chat window only supports portrait orientation, and does not fully support landscape, hiding information and causing navigation of the service in this view to be tedious and restrictive. This fails WCAG 1.3.4 Orientation Level (AA).

The colour of the text used to display the time stamp of messages fails the minimum required contrast ratio when compared to the background (it currently holds a contrast ratio of 2.52:1). This can cause those with low vision to have trouble reading the information. This fails WCAG 1.4.3 Contrast (Minimum) Level (AA).

The text in the Live Chat window cannot be resized, causing those with low vision difficulties being able to read information provided. This fails WCAG 1.4.4 Resize Text Level (AA).

Content on display is lost when the window is resized to 400%, with a lot of empty space around the tool which requires scrolling through to navigate to the chat. This hinders those with low vision from using the tool comfortably. This fails WCAG 1.4.10 Reflow Level (AA).

If you find an issue that we have yet to identify, please contact us using one of the routes described in the ‘Reporting accessibility problems with this website’ section of this statement.

Disproportionate burden

At this time, we have not made any disproportionate burden claims.

Content that’s not within the scope of the accessibility regulations

This section covers issues that we do not need to fix right now. The law calls these exemptions.

Third-party content

Our websites contain third-party content. We do not have control over and are not responsible for the accessibility of this content, but we make best endeavours to work with the third-party to improve its accessibility. This may include:

  • links to non-UCL websites
  • content/functionality on our website
  • content hosted on other websites, such as social media sites.

To help accessibility compliance across the sector, University College London supports searchBOX , a centralised, independent directory of third-party accessibility information. 

searchBOX catalogues the contact information and accessibility statements of third-party suppliers, enables the sharing of community-generated accessibility statements, and allows users to map their supplier ecosystem. 

Users can access third-party accessibility statements using the free searchBOX Finder service. 

University College London encourages all our partners and suppliers to support this effort by ensuring that their accessibility information is included in the searchBOX directory. 

Our testing processes

We tested the website using a combination of manual and automated checks alongside reference to the existing conformance reports provided by LogMeIn Rescue. If you find an issue we have not yet identified, you can report it to us. We’ll pass this information to the website owner who will review the issue, make sure it is included in our plan to fix issues and add it into the accessibility statement when it is next updated.

Preparation of this accessibility statement

This statement was prepared on 10th March 2023. It was last reviewed on 28th March 2023, and was tested by UCL.

What we’re doing to improve accessibility

We have been in contact with our account manager at GoTo and they have confirmed that they are working on a VPAT for LogMeIn Rescue. Additionally, we will be looking into the configuration options for the Live Chat applet to see what fixes we can apply to address the issues listed above.