> 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 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). --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://cortex-docs.paloaltonetworks.com/cortex-agentix/detect-investigate-and-respond-to-threats/investigation-and-response/case-concepts/slas-and-tracking.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.