The support analyst may request to see your project, and will provide a ShareFile or FTP link. It is important to "zip up" your project and send the zip file, not the individual project files.
Windows 10 comes with its own 'zipping' tools, or you may wish to use other 3rd party software such as WinZip or 7zip.
Ensure your project is in a state where any issue or query can easily be reproduced.
Exit Bentley Hevacomp software entirely, and use File Explorer to navigate into your project folder.
Zip up the entirety of the project folder. You may wish to exclude any ancillary folders that you have created in the project folder.
Use the link provided to get the project to the support analyst.