Personal Comments and Observations
Many developers today who sell Marketplace only and Various Store Channels have Discords - complete with ticketing systems that enable the user to track their inquiry progress in real-time. If they have enough staff to “Follow-The-Sun” in terms of time zone coverage, it’s entirely possible to always have an answer in near real-time. Examples that I personally own or am a Beta Tester for: FSReborn, Sim Works Studios, Flight Sim Studios, India Fox Echo, Flight FX.
Even freeware / payware utility providers have Discords with ticketing systems - PMS50 (maker of the GTN750), JayDee, GotFriends are just an example.