Hi Micha,
HANA itself can write to the file system, my statement was more about how you would get to the data written there after it is exported, since the file system cannot be accessed by yourself. So if the data needs to be transported to some other instance, just doing the export in the file system would not be enough. But since I don't know the exact scenario, that was only a guess.
I assume that the ticket you are referring to was opened via the SAP Support Portal. There are different hierarchies for the respective support components, with HAN-* for HANA platform (the software itself) related issues and BC-NEO-* for the SAP HANA Cloud Platform.
If you opened the ticket on the HAN-* hierarchy, then it is processed by the HANA support and development organization, and sometimes the colleagues there assume that you are using an on-premise HANA system, where you would have full access to everything.
However, the HCP systems are run in a protected network, and the systems can only be directly managed by the HCP support, not by the HANA support team. So in order to access anything exported to the file system, the ticket would need to be handled by the HCP support team, and BC-NEO-PERS is the support component of the HCP Persistence Service which is responsible for managing the database systems in HCP.
So if the HANA support requests this from you, please change the support component of your ticket to BC-NEO-PERS and make sure to supply the information laid out in the Get Support section of the HCP documentation, so that the HCP support can identify your system without having to ask back.
I hope this clears up any confusion.
Best regards
Oliver