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.