So to be clear I don't work for VMware, I just volunteer here to help other people, and I run my own horizon environment. Check with your local vmware rep if you don't know what support you have, I know for me we have Production support, which lets me open tickets when I need to. Look at the link below and review to the different type of support
https://www.vmware.com/support/services.html
also if you go to my.vmware.com and login you should be able to see your support settings, and this is where you would open an SR as well.
