Here is a brief overview of the different communication mechanisms set up to benefit Palisade's customers:

Knowledge Base - http://helpdesk.palisade.com/kb/
The first place to get answers on typical technical problems.  Encountering "Run-time error 1004"?  Just type in "1004" (no quotes) in the search box, and you should be well on the way to getting the problem solved.  In addition, common usage questions (such as, "How do I create a correlation matrix larger than 256x256?") are answered.  Available 24x7, this is the first place to turn for quick answers to common questions.

HelpDesk - http://helpdesk.palisade.com/
If you are encountering a problem not addressed in the Knowledge Base, then opening a HelpDesk ticket is the quickest way to get your problem to the attention of Palisade's Technical Support department.  Staffed during normal business hours (Monday-Friday, 8:30am-5:00pm Eastern Time), the HelpDesk is the resource to use for resolving the more difficult technical problems.  Keep in mind that questions regarding defining a model, using statistics, and risk analysis in general are beyond the scope of the HelpDesk, and are best addressed by Palisade's Training Courses, Consulting Services, etc.  The HelpDesk is a resource available for free to Palisade customers with an active maintenance agreement, or at a $100/incident charge.

Forums - http://forums.palisade.com/
The purpose of the Forums is for user-to-user interaction.  This is the place to discuss those "Has anyone else created a model for..." questions with other users of Palisade products.  While Palisade employees regularly participate in the discussions, the Forums are *NOT* the resource to use for a specific question you would like to ask of Palisade's Sales team, Technical Support team, etc.