2.7) User Support

There are multiple ways AERPAW users can interact with the AERPAW support team. 

• AERPAW Contact Email: For any questions or comments that may not be broadly related to AERPAW's user base, please send an email to aerpaw-contact@ncsu.edu, and one of the AERPAW team members will get back with a response. 

• AERPAW Users Email Forum: If you are a current or prospective user of AERPAW, you can join our email forum at group-aerpaw-users@ncsu.edu (see the instructions below on how to join). This is a moderated forum where you can ask questions, and one of AERPAW's platform support members (or one of AERPAW's other users) can address your questions.  If you initiate a project or an experiment through  

This group is also where announcements and information messages relevant to AERPAW use will be posted, so current users, please make sure to join this group.  To subscribe to the forum, send a blank email to group-aerpaw-users+subscribe@ncsu.edu; you will then get an auto-response asking for confirmation that you do in fact want to subscribe, and upon your confirmation, you will join the group.

For all questions that may be of broad interest to AERPAW's user base, please use the AERPAW Users Email Form. If you contact AERPAW team through other channels for such questions, you will be asked to send your question to group-aerpaw-users@ncsu.edu for the benefit of our user base and for archival purposes.

• AERPAW Office Hours: Starting June 5, 2023, the AERPAW team has been holding online office hours every Monday to provide “one-on-one” help to AERPAW Users in using the AERPAW platform, for any difficulties remaining after consulting this User Manual, and posting on the Users Email Forum.   The AERPAW website provides a page that you can use to schedule an Office Hour slot.

• AERPAW News Distribution List: AERPAW has a distribution-only email list where occasional (2-3 times a year) platform news and updates will be shared. To subscribe to the list, send a blank email to group-aerpaw-news+subscribe@ncsu.edu; you will then get an auto-response asking for confirmation that you do in fact want to subscribe, and upon your confirmation, you will join the group.

• AERPAW ServiceNow Ticket System: For technical questions that may not be broadly related to AERPAW's user base, please send an email to aerpaw@help.ncsu.edu. This will open a ticket in AERPAW's help system and one of the AERPAW support members will contact you. Your ticket will be closed once your concern is resolved.   Note that this is intended to be used by Experimenters with specific live issues about their specific Experiments or platform usage (not general help, or help getting started, etc.).