Year-over-year review of support volume, response performance, and case resolution.
Q1 FY26 saw a −30% drop in total case volume — 249 cases vs. 357 in Q1 FY25 — with reductions across all case types. Response performance improved on most fronts: TTAssign dropped from 19 to 8 min and TTR improved from 4.7 to 4.0 days. Importantly, SLA compliance for customer cases rose to 87.5% (vs. 76.6% in Q1 FY25) — the metric now correctly excludes internal and partner cases, which have no contractual SLA commitment. FRT increased slightly to 58 min (from 47 min), the one area to watch heading into Q2.
| Metric | Q1 FY25 | Q1 FY26 | Delta |
|---|---|---|---|
| Total cases | 357 | 249 | −30% |
| · Customer | 235 | 160 | −32% |
| · Partner | 67 | 49 | −27% |
| · Internal | 55 | 40 | −27% |
| Closure rate ⚠ Not comparable YoY — different observation windows | 98.3% | 92.8% | n/a |
| Median FRT Customer & Partner Cases only | 47 min | 58 min | +23% |
| Median TTAssign Customer & Partner Cases only | 18 min | 7 min | −61% |
| Median TTR | 4.70 days | 4.02 days | −15% |
| Median case age | 5.0 days | 5.0 days | — |
| SLA compliance Customer Cases only — internal & partner excluded (no contractual SLA) | 76.6% | 87.5% | +10.9 pts |
| Critical cases | 10 | 13 | +30% |
| Urgent cases | 84 | 44 | −48% |
Customer Cases only (n=160 FY26 · n=235 FY25) — internal and partner cases excluded as they do not reflect client-facing environment context.
q1fy26.csv — 249 cases, Feb 2 – Apr 29, 2026q1fy25.csv — 357 cases, Feb 3 – Apr 29, 2025Date/Time Opened → Date/Time Closed, closed cases onlyDescription field only — Customer Cases only (n=160 FY26, n=235 FY25); internal and partner cases excluded as they do not reflect client-facing environment context