Unable to Access M-Files Support. Please Help!

Your local reseller is getting a share of your subscription to cover his costs in providing first level support. The idea is that they should handle all simple support cases and only pass on more complicated cases to M-Files Support. However, you should be able to send an email directly to support@m-files.com if you are not getting assistance as required from your reseller. You are not likely to get a direct account on the M-Files Support portal unless special circumstances are involved.
Being a reseller myself I take pride in providing the best possible support to my customers so that they never should have to contact M-Files support directly. But if they wish to do so I can't stop them.

Thank you for you prompt response bright-ideas.dk.

However, how would you advice that we handle this? Obviously we should not indulge the reseller's demand in this case. Perhaps I should complain about the situation to Support via support@m-files.com. Were it not for the generous help and advice from yourself and the rest of the community, we would have been having serious issues by now.

I cannot act as judge in a case like this.
In support it is relevant to distinguish between cases where your reseller or M-Files might have caused the problem by providing misconfiguration or bugs in the software, cases where the customer themselves have misconfigured something or used the software in a way that is not appropriate, and cases where the customer is asking for consultancy rather than support in the meaning that the customer wants something that needs time to develop - e.g. creating a script, developing a VAF or whatever, or something that involves consulting beyond a 5 minute phone call. The first type of cases in my opinion should be free of charge (included in your subscription), the 2 other types would be chargeable.
If you are 100% certain that you case belongs in the first group, you should probably send an email directly to M-Files Support. If not, then think about it once more to make your requirements clear and contact your reseller again to negotiate the terms for their assistance.