Frequently Asked Questions
How do I know if I have Farmhand to enrol in ongoing support services?
Just like you can save items on your phone and in the “cloud,” a Farmhand subscription allows you to do this with your farm data. A subscription allows you to save farm data locally and in the cloud so it can be accessed by yourself (or support personnel) remotely.
There are a couple of ways to check to see if you have an active Farmhand subscription to be able to enrol in any of the ongoing support tiers. First, you can login to your account at farmhand.ag and navigate to your subscription page which will say “active” if your subscription is live. Secondly, you can email support@freightfarms.com with your farm details to have Growcer check for you.
What does access to the farmer community include?
In addition to access to experts, you also gain access to an exclusive Slack community for official community-based support. This is a closed and moderated community where Freight Farmers get together to share information, swap troubleshooting tips, and learn from each other. Farmers can start threads, ask questions, and crowdsource info in real time. However, your plant or tech support tickets are always answered separately by a Freight Farms expert so you can work through any issues with confidence.
What happens if I don’t use the full 60 minutes during a Farm Success Consult?
When you purchase a Farm Success Consult, you get 60 minutes of dedicated time with an expert - however you want to use it. You can break it up into two 30 minute calls, or simply save any leftover 15-minute blocks for a follow up call later in the week.
Do unused tickets/hours roll over?
Yes, if you are enrolled in a Starter Support or Growth Support annual plan, consider plant or tech support tickets as a total to be used whenever you need. For example, Starter Support customers get 12 support tickets in a year and Growth Support customers get 48 support tickets in a year. Support tickets have no cash value.
What if I want to talk to someone on the phone? On video call?
While you do get access to a human when you submit a support ticket, nothing beats the level of understanding that a phone or video call can provide. Farmers within the Impact Support tier have an hour of phone/video support included in their package and farmers within the Growth Support tier have 30 minutes of phone/video support. For all other support tiers, phone/video calls fall under consulting hours and certain tiers receive discounted consulting hours.
Can I get support without a Farmhand subscription?
Yes, you can purchase a la carte support services regardless of your Farmhand subscription. However, Farmhand is a valuable tool for support services. We can use the data monitoring to help you diagnose and solve the problem faster. It’s why every support package includes Farmhand, because it enables us to provide higher quality support.
At the moment, only farmers with a valid Farmhand subscription can enrol in support tiers.
What if I need immediate support?
Book a Farm Emergency Consult for guaranteed help within 8 business hours.
However, if you’re enrolled in an ongoing support tier, we recommend searching the closed farmer community first. While it may be your first time encountering an issue, it’s likely it isn’t the first time ever it has been encountered. From there if you still haven’t found something that can help, please book a Farm Emergency Consult.
How do I know if it’s an emergency or an issue can wait?
Great question! Check out the handy Farm Worry Meter to know when it’s a farm emergency or an issue that can wait. Spoiler alert: Anything related to your lights, HVAC, or water have the ability to impact your plants the most.
