What does the SLA and contacts view show?

This is the view for the day something is down: who to call, what they promised, and where that promise is written.

Read from documents. When a supplier’s terms or service level agreement states an uptime commitment, service credits, a maintenance window, support channels or response tiers, the reading records them like any other fact, with the passage they came from. The view shows them under the supplier with “from document type, read date”. E-mail addresses and phone numbers read from documents are masked before the model sees them, so a channel read from a page shows the kind and the hours, not the address.

Recorded by hand. On a supplier’s page you record the contacts you actually use — the support address, the phone number for priority-one incidents, the hours, a note. These carry the date they were recorded and show beside the document-derived values, not instead of them: when the document and your note disagree, you see both.

Per system. A system’s page carries your own note — the level you promise your customers and how they reach you — first, and then the rows for the suppliers under it. The filter on the view does the same for one system at a time, and a system’s own documents get a row of their own.

The whole view is included in the PDF package, for the day you have no access to Maditon at all.