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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.

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.