Hotline support is free of charge when having active Orbit maintenance or Bentley Select contract. A running subscription on 3DM Cloud includes support.
Please create your support ticket via the Service Request Portal:
https://apps.bentley.com/srmanager/
For more information on how to create a Service Request, see:
https://communities.bentley.com/communities/.../creating-a-new-service-request-technical-support