Overview

Accessibility is fundamental to our mission of making it easy for businesses to delight their customers and employees. We are committed to building inclusive products, improving usability for people of all abilities, and continuously enhancing our accessibility practices. Through thoughtful design, engineering, and testing, we strive to ensure that everyone can use Freshworks products with confidence. We are committed to conforming to WCAG 2.2 AA standards.

Our commitment to inclusive design

As we look toward the future, Freshworks is dedicated to delivering effortless experiences that everyone can use. We are actively embedding inclusive design and accessibility into the fabric of our product development through the following key initiatives:

• Inclusive design from day one: We build accessibility directly into our product blueprints. By utilizing the Freshworks design system, our teams leverage pre-built, accessible components alongside rigorous design guidelines to ensure inclusivity is never an afterthought.

• Automated and scalable quality assurance: We are fortifying our development pipelines with advanced engineering controls. By integrating specialized linters, automated code scanners, and dedicated QA workflows, we catch and address accessibility gaps early in the engineering cycle.

• Continuous internal upskilling: True inclusivity requires collective ownership. We mandate comprehensive accessibility training across all roles at Freshworks, ensuring our product, design, and engineering teams have the skills needed to build universally accessible software.

• Collaborative customer feedback loops: We believe in building with our community, not just for them. We actively partner with our users, including customer focus groups and individuals with disabilities to validate our accessibility roadmap and continuously refine our approach.

• Rigorous independent validation: Transparency and trust are paramount. We routinely partner with independent third-party experts to audit our new features, allowing us to maintain verified and accurate Accessibility Conformance Reports (ACRs or VPATs).

• Proactive "Shift-Left" engineering: We focus on preventing accessibility barriers at the root. By adopting a "shift-left" approach, we ensure potential hurdles are identified and resolved during the earliest stages of development so features are accessible by default.

• Measurable accountability: We hold ourselves to strict execution standards. Our internal teams operate under clear, time-bound Service Level Objectives (SLOs) to track, prioritize, and swiftly resolve accessibility tickets based on severity.