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Yes, SR = Service Request. Usually you have to debate with a support engineer for a week or so until you have convinced them that there's a bug in the software. Then they will create a CR (Change Request) internally.
Maybe 3-18 months later the CR gets closed with "fixed in <release ~6 months away>". But sometimes the release comes out and the bug is still there. Then you have to reopen the SR and back to start. It can take years to get a bug fixed.
With VlogHammer some bugs are triggered by 1 in 10 test cases. Others by 1 in 20000. Until they fix the 1 in 10 cases the 1 in 20000 will just be invisible in the noise. At this rate I will have vivado bug reports for many years to come, even if they don't add any new bugs.
May be You should just concentrate on making the corporate snails to be the victims of evolution in stead of trying to save them, specially if they do not even make an effort to pay for Your open source development work. It's rough, but I think that it's fair.
Don't get mad at these guys. For anything that is tooling for safety critical stuff certification and strict quality control is needed. That sometimes means, that a bug report does not get priority. Hangs are nasty but they don't directly lead to failures.
(1) I am not mad at anyone. I'm just stating facts. (2) Two of the four bugs we are discussing here are cases where Vivado silently produces incorrect synthesis results, as are most of the bugs I found with VlogHammer. One of those two I first reported in 2014.
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