I have support from Broadcom and a 3rd party based on the product ?

My vCenter and ESXi tickets go to Broadcom. I just opened one for Live Recovery and it went to 24x7techcare.com . What in the hell is going on here ? We have a VVF sub that cost us over $500,000. Why isn't all my support with Broadcom ? I can almost guarantee this issue with Live Recovery will never get solved now as it's quite technical.