Who is the authorized support administrator at your org?
There are usually only a limited seats that can contact support. Your seat may have changed?
That's the first place I would check. If that doesn't work or you are the support admin, you should email your customer success manager, he/she can fix it.
It seems Support changed and they only allow phone support to Business, Elite and Premier. They did not notify anyone, which is unfortunate. I just went through the same thing when things started suddenly crashing in our instance. I was told you can submit a case for a phone call, however it is not time sensitive. Our CSM explained we can pay 5-7K for Business to get phone support, but never mentioned the change when we were renewing in June, or gave us a courtesy call to see if we would to upgrade with the changes.