Hi Matthias,
When you purchase capacity in vCloud Hybrid Service, support is included in the offering and scales with compute (see details here: vCloud – Your Gateway to Enterprise Public Cloud). This is 24x7x365 support with unlimited requests that goes through Global Support Services - the same phone number you normally call for VMware support. Full description of the support is here: VMware Infrastructure as a Service (IaaS) Production Support
But please note that this is not just break/fix support. As part of support, we attach a customer success team to your account. They help with onboarding, design guidance, etc. to make sure that you get the most out of your cloud.
Hope that helps,
Jenny