> For the complete documentation index, see [llms.txt](https://cortex-docs.paloaltonetworks.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://cortex-docs.paloaltonetworks.com/cortex-agentix/detect-investigate-and-respond-to-threats/investigation-and-response/case-concepts/slas-and-tracking.md).

# SLAs and tracking

You can set up Service Level Agreements (SLAs) to track your cases against SLA targets.

In Cortex AgentiX, Service Level Agreements (SLAs) are tracked using a combination of Timer fields and SLA fields. This system allows you to quantify performance and ensure that critical security cases are addressed within defined timeframes.

**SLA configuration components**

* **Timers:** These fields count forward to measure the actual duration of an action. For example, a **Time to Assignment** timer starts when a case is created and stops when an owner is assigned.
* **SLA fields:** These fields count backward from a predefined goal. They visualize the time remaining until a deadline is breached, changing color, for example to red, if the goal is exceeded.
* **Severity-based goals:** You can define different SLA targets based on case severity. This ensures that Critical cases receive a faster response than Medium or Low severity cases.

For more information about configuring SLAs and timer fields, see [Create case timers and SLAs](/cortex-agentix/configure-cortex-agentix/cases-and-issues-configuration/customize-case-fields-and-layouts/case-fields/create-case-timers-and-slas.md).


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