Contact and Support
The contact and support section provides users with clear channels for reaching the publisher — whether to ask pre-install questions, report bugs, or request features — and shows the publisher's measured response time performance.
Support Channels Displayed
| Channel | Description | Configured By |
|---|---|---|
| Support URL | Link to publisher's primary support page (help desk, documentation site, or contact form) | Publisher profile settings |
| Issue Tracker | Link to create an issue via MarketHub's built-in issue tracker for the publisher's packages | Automatic — all publishers have this |
| Package Forum | Link to the general forum section for this publisher's packages | Automatic — created per publisher |
| Email (optional) | Publisher's support email if opted-in to display | Publisher profile settings — optional |
Response Time Badge
The response time badge is calculated from issue tracker data — specifically the median time between an issue being opened and the publisher's first response on that issue.
| Median Response Time | Badge |
|---|---|
| < 24 hours | Responds within 24h |
| 1 – 3 days | Responds within 3 days |
| 4 – 7 days | Responds within a week |
| > 7 days or < 5 issues | No badge displayed |
Open Issue Count
The contact section also shows the count of open unresolved issues against the publisher's packages — a transparency measure that helps users assess the publisher's current backlog. High open issue counts on old unresolved bugs can be a red flag for prospective users.
Without a support URL, users have no direct path to contact you outside of the MarketHub forums and issue tracker. Setting a support URL — even a simple documentation page or contact form — significantly reduces friction for users with pre-sales or configuration questions.