Support — Q1 FY27 by the numbers

Overview

At a glance.

Q1 FY27 saw a −30% drop in total case volume — 249 cases vs. 357 in Q1 FY26 — 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 FY26) — 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.

Key Metrics

Performance snapshot.

Total Cases

249

↓ −30% YoY

357 in Q1 FY26

Closure — FY26

98.3^%

Closure — FY27

92.8^%

Not compared YoY — different observation windows

Median FRT

58^min

↑ +23% slower

47 min in Q1 FY26 · Customer & Partner only

Median TTAssign

7^min

↑ 61% faster

18 min in Q1 FY26 · Customer & Partner only

Median TTR

4.0^d

↑ 15% faster

4.7 days in Q1 FY26

SLA — Customer Cases

87.5^%

↑ +10.9 pts

76.6% in Q1 FY26 · 140/160

Year over Year

Q1 FY27 vs. Q1 FY26.

Metric	Q1 FY26	Q1 FY27	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%

Distribution

Priority & case type.

Priority — Q1 FY27 (249 cases)

Medium153 · 61%

Urgent44 · 18%

High39 · 16%

Critical13 · 5%

Case Type — FY27 vs FY26

Customer160 FY27 · 235 FY26

Partner49 FY27 · 67 FY26

Internal40 FY27 · 55 FY26

Topics

Top product areas — Q1 FY27 vs FY26.

01Other49 · was 52

02Migration31 · was 82

033D Player22 · was 25

04Repo / Deployment22 · was 28

05Config & Logic14 · was 14

06Platform Admin14 · was N/A

07Imports & Exports10 · was N/A

08APIsN/A · was 20

Accounts

Top 5 clients by volume.

Ranked by Q1 FY27 volume. All case types included. Internal Threekit accounts flagged.

#	Client	Q1 FY27	Q1 FY26	Delta
1	Threekit (all internal accounts) Threekit Visual Commerce + Threekit UX Testing	55	145	−62%
2	Louis Vuitton	30	25	+20%
3	Teknion Limited	25	20	+25%
4	Digitize Solutions Private Limited	22	11	+100%
5	Batesville Services, LLC	18	6	+200%

Previous period count shown for reference — not a YoY top-5 ranking comparison. Delta: ↑ = more cases.

Environment Signal

Domain mentions in case descriptions.

Customer Cases only (n=160 FY27 · n=235 FY26) — internal and partner cases excluded as they do not reflect client-facing environment context.

🔍

29% of cases · was 39% FY26

Preview / Admin-FTS

🌐

18% of cases · was 15% FY26

Custom Domain

—

53% of cases · was 46% FY26

No Domain Signal

Notes & Assumptions

Q1 FY27: q1fy26.csv — 249 cases, Feb 2 – Apr 29, 2026
Q1 FY26: q1fy25.csv — 357 cases, Feb 3 – Apr 29, 2025
Closure rate shown as absolute per period — not compared YoY due to different observation windows (Q1 FY26 cases had up to 12 months to close; Q1 FY27 cases had weeks)
SLA compliance restricted to Customer Cases only — internal cases have no defined SLA and the field is not populated; partner cases have no contractual SLA commitment
FRT and TTAssign restricted to Customer & Partner Cases only — internal cases do not follow the same response workflow and the field is not consistently populated for them
TTR derived from Date/Time Opened → Date/Time Closed, closed cases only
Domain split based on Description field only — Customer Cases only (n=160 FY27, n=235 FY26); internal and partner cases excluded as they do not reflect client-facing environment context
CSV parsed with Python's native csv.reader to correctly handle multi-line Description fields