You should have received an email a few months ago about support being moved from tickets to in our community here. It is fully staffed by the same individuals and you will receive the same level of support, etc... If needed, our team can still escalate or move your response elsewhere if required.
As you are a self-hosted customer, please contact your hosting provider for assistance in backing up your community. They will have the best, most efficient manner in doing a full back of your files and database.