Year-over-year review of support volume, response performance, and case resolution.
Q2 FY27 continued the volume decline seen in Q1 — 202 cases vs. 288 in Q2 FY26 (−30%) — with the steepest drop in Customer cases (−39%). Resolution performance improved: TTAssign fell from 24 to 17 min and TTR dropped from 4.0 to 3.5 days. SLA compliance held steady at 83.5% (vs. 85.6%), a marginal dip of 2.1 pts. The area to address: median FRT rose sharply to 75 min (from 52 min, +44%) — the second consecutive quarter of degradation and now the clearest performance gap heading into Q3.
| Metric | Q2 FY26 | Q2 FY27 | Delta |
|---|---|---|---|
| Total cases | 288 | 202 | −30% |
| · Customer | 208 | 127 | −39% |
| · Partner | 43 | 41 | −5% |
| · Internal | 37 | 34 | −8% |
| Closure rate ⚠ Not comparable YoY — different observation windows | 98.6% | 88.6% | n/a |
| Median FRT Customer & Partner Cases only | 52 min | 75 min | +44% |
| Median TTAssign Customer & Partner Cases only | 24 min | 17 min | −29% |
| Median TTR | 4.01 days | 3.53 days | −12% |
| Median case age | 4.0 days | 5.0 days | +25% |
| SLA compliance Customer Cases only — internal & partner excluded (no contractual SLA) | 85.6% | 83.5% | −2.1 pts |
| Critical cases | 13 | 11 | −15% |
| Urgent cases | 62 | 56 | −10% |
| Metric | Q1 FY27 | Q2 FY27 | Trend |
|---|---|---|---|
| Total cases | 249 | 202 | −19% |
| · Customer | 160 | 127 | −21% |
| · Partner | 49 | 41 | −16% |
| · Internal | 40 | 34 | −15% |
| Median FRT Customer & Partner only | 58 min | 75 min | +29% |
| Median TTAssign Customer & Partner only | 7 min | 17 min | +143% |
| Median TTR | 4.0 days | 3.5 days | −12% |
| SLA compliance Customer Cases only | 87.5% | 83.5% | −4.0 pts |
| Critical cases | 13 | 11 | −15% |
| Urgent cases | 44 | 56 | +27% |
Ranked by Q2 FY27 volume. All case types included. Internal Threekit accounts flagged.
| # | Client | Q2 FY27 | Q2 FY26 | Delta |
|---|---|---|---|---|
| 1 | Threekit (all internal accounts) Threekit Visual Commerce + Threekit UX Testing | 44 | 66 | −33% |
| 2 | Elementals Studio | 28 | 15 | +87% |
| 3 | Louis Vuitton | 24 | 33 | −27% |
| 4 | Teknion Limited | 14 | 13 | +8% |
| 5 | Digitize Solutions Private Limited | 9 | 14 | −36% |
Previous period count shown for reference — not a YoY top-5 ranking comparison. Delta: ↑ = more cases.
Customer Cases only (n=127 FY27 · n=208 FY26) — internal and partner cases excluded as they do not reflect client-facing environment context.
Q2FY24.csv — 202 cases, May 4 – Jul 31, 2026 (filename does not match period; period derived from data)Q2FY26.csv — 288 cases, May 2 – Jul 31, 2025 (filename does not match period; period derived from data)Date/Time Opened → Case Assigned Time; FRT derived from Date/Time Opened → First Response Time (both fields are timestamps, not durations)Date/Time Opened → Date/Time Closed, closed cases onlyDescription field only — Customer Cases only (n=127 FY27, n=208 FY26); internal and partner cases excluded