Twister Technologies Service & Support FAQ

Yes. Twister supports both its equipment and the broader post-harvest process. Our team brings decades of cultivation and post-harvest experience, with expertise in drying, bucking, curing, trimming, sorting, grading, and material handling. We provide support for current customers and prospective customers alike.

Twister supports customers across the full post-harvest lifecycle, from early facility planning to process optimization in established operations. We work on greenfield and brownfield projects, as well as facilities already online and looking to improve performance. Service offerings include:

• Processing design and consultation
• Value stream mapping and ROI analysis
• Installation, commissioning, and training for new equipment
• Service programs for preventive maintenance, parts replacement, and repairs
• One-off service and repair work on Twister equipment
• Process optimization and operational consultation

As early as possible. We have nearly three decades of post-harvest experience, and earlier involvement usually leads to better planning, smoother implementation, and stronger operating outcomes.

Once your facility is ready and your equipment has been delivered, the next steps are installation, commissioning, operator training, and startup. After that, your team can begin running the equipment with the proper setup and operating practices in place.

Yes. Twister offers installation and commissioning with all equipment and solutions we develop. We also offer training packages and additional consulting on top of installation and commissioning.

In some cases, yes. However, T-Zero, Marvel, and Cure Puck require Twister-led installation and commissioning sessions. For other equipment, self-installation may be possible depending on the scope and complexity of the system.

In most cases, no. Although Twister equipment is often straight-forward to install, commission, and operate, the simplest oversights from a lack of experience or incomplete understanding of the user manuals can lead to large losses in productivity and efficiency.

Generally, no. However, there are many details to consider to get the most out of your equipment. Twister recommends customers take advantage of our installation and commissioning packages to ensure all equipment and systems are set up as intended.

Installation includes physically setting up and mechanically installing your equipment per the general arrangement (GA) drawings and making the appropriate electrical and utility connections. Commissioning includes bringing the equipment online, completing calibrations, and performing site acceptance testing. Timing ranges from a few hours to multiple days or weeks depending on the complexity of the system.

Initial training packages typically include two days of highly skilled Twister technicians on site to train your team on proper use of the equipment. Training typically covers:

• Equipment identification and general information
• Equipment setup
• Equipment operation
• Equipment cleaning
• Equipment maintenance
• Process optimization

Yes. QA-specific training covers trim quality, product inspection, and SOP creation and development.

Yes. Performance Advantage visits can be geared toward training, including onboarding operators, supervisors, managers, maintenance, and QA staff to scale your team effectively.

Yes. Twister offers the Performance Advantage — our long-term service, support, and optimization contract — as well as one-off service and support packages.

Over the years, we've found that customers need our support in a variety of ways, and our response is the Performance Advantage. It combines preventive maintenance, corrective maintenance, process optimization, and operator training. It's more than just an oil change and a tire rotation — it's our premium service offering, designed to keep equipment running at peak efficiency while maximizing throughput, flower quality, and yield.

Preventive maintenance focuses on replacing wear items and routine equipment inspections before failure to avoid downtime. Corrective maintenance addresses existing issues to restore optimal performance.

Performance Advantage contracts are offered in three tiers, each with progressively valuable benefits. All tiers include scheduled visits on-site at your facility with your Twister equipment. Visits include Twister-led, in-depth maintenance; operating, cleaning, basic maintenance, and manager training; consultative process optimization; and detailed reporting. All Performance Advantage customers also have priority access to remote technical support from our trained technicians and engineers.

Yes. As with all Twister customers, support is available for our Performance Advantage customers. Additionally, Performance Advantage customers receive priority support with 12/7 access to senior technicians, plus direct instant messaging on WhatsApp for your team.

Yes. Some contracts include unplanned maintenance, including emergency support visits to get machines back online quickly.

Urgent requests are responded to within 12 hours, with issues typically resolved within 72 hours.

Yes. Performance Advantage contracts are tailored to your specific equipment and operational needs. Priorities and scope are set before each visit for clear alignment between you and our technicians.

Performance Advantage contracts can be upgraded to include additional equipment to maintain consistent services.

Yes. For specific equipment, firmware or control system upgrades can be installed and configured during service visits.

Visits combine standard service work and facility-specific improvements. Standard work focuses on ensuring equipment operates at peak efficiency. Facility-specific improvements focus on your priorities, such as training, workflow improvements, or process optimization. Typical activities include:

• Full machine inspection
• Preventive maintenance
• Corrective maintenance
• Parts replacement as needed
• Detailed inspection report and recommendations
• Operator and manager training
• Process review and optimization
• SOP and GMP documentation review and development support

Yes. Technicians can service all Twister equipment in a single scheduled visit if time permits. A pre-visit alignment meeting is scheduled prior to your visit to review the plan and ensure on-site time is spent on the most pressing issues.

Yes. Each visit includes reports detailing machine health, trim quality, throughput benchmarks, and recommendations for optimization, when available.

Yes. Each visit can include hands-on operator training on machine use, cleaning, troubleshooting, and QA practices, plus manager-level training on process optimization, SOP improvements, workflow efficiency, and preventive maintenance tasks.

Most visits are two days on-site, depending on the number of machines being serviced.

Yes. Machines should be free of product buildup and resins before a service visit. Cleaning ensures safe servicing, supports compliance, and prevents your dollars being consumed by Twister technicians cleaning. That said, you are free to use your Performance Advantage visits as you wish — if a deep clean is what you need, we're happy to make it happen.

Yes. Technicians calibrate all aspects of each machine being serviced. For example, calibration on a trimmer includes blade cutting edges, tumbler and brush set points, blade and tumbler belt tensions, conveyor belt tensions, and vacuum-related performance checks.

Preventive maintenance includes inspection and servicing of belts, bearings, bushings, brushes, bed knives, helix blades, and seals, as well as alignment, calibration, and operational verification — to prevent downtime, extend equipment life, and maintain trim quality.

Routine inspections and basic maintenance should be performed regularly. Twister's deeper service visits are typically recommended at least once per year, while high-volume facilities — especially those scaling with high turnover — benefit from 2–4 visits annually.

Service reports document part wear, machine condition, and throughput, building a performance history for continuous improvement.

Yes. Optimization advice — covering SOPs, workflow, and material handling to improve efficiency and reduce costs — can be provided.

Yes. We review SOPs, identify bottlenecks, provide workflow recommendations, and advise on material handling optimization to improve throughput, trim quality, yield, and operational efficiency.

Yes. We can analyze your harvest schedule, labor requirements, and throughput goals, then provide recommendations to maximize efficiency.

Yes. Remote phone and video consultations are available. Additionally, some equipment allows remote diagnostics, connecting our technical team directly to your machine and control system via Ethernet for immediate repairs on selected electrical and programming-related issues.

Yes — for video diagnostics and machine diagnostics. Phone, text, and instant messaging support is available for urgent cases without internet.

Technicians specialize in Twister equipment but provide consultative insights for other post-harvest equipment and workflows.

No. Parts are not included in the contracts and are purchased separately as needed. Parts requiring or recommended for replacement by our technicians are highlighted in the post-visit report. Some contracts include parts discounts or parts credits.

Yes. A list of spare parts can be provided for hot swaps and replacements to reduce downtime. We can also maintain a list of your inventory on location and train your staff on how to make these straight-forward replacements.

Yes. Technicians can prepare and deliver a recommended parts kit for your facility ahead of the visit.

Parts can be shipped directly and replaced by your maintenance team. We can arrange video calls to support the replacement when required. Expedited shipping is available.

Performance Advantage is available in three tiers:

• Gold: 1 service visit per year
• Platinum: 2 service visits per year + 5% parts discount
• Diamond: 4 service visits per year + 5% parts discount + $5,000 parts credit per year

Pricing depends on geographic region, equipment involved, and contract tier. Contact Twister at [email protected] or toll-free at 1-888-254-3204 for specifics.

Yes. Group pricing and standardized service programs are available for MSOs and multi-facility operators.

Yes. The larger the fleet of equipment, the cheaper the contract becomes per visit.

Yes. Bundling Performance Advantage with new equipment locks in multi-year support and discounted rates.

Emergency call-out fees are additional charges to cover last-minute travel and technician prioritization. Charges are typically an additional 25% of your single-visit cost.

Performance Advantage helps customers by providing:

• Preventive maintenance to extend equipment life
• Corrective maintenance on wear and failed parts to ensure equipment is operating optimally
• Priority support for quick responses and avoidance of support queues
• Reduced downtime to keep operations smooth
• Consistent high-quality results to improve operations
• Increased flower quality and yield for higher brand impact
• Minimized in-house training burden to prevent repeated mistakes and accelerate learning curves
• Access to global industry knowledge to ensure you're operating at the state of the art
• Discounts on parts and service to reduce operating costs

Twister provides specialized post-harvest expertise, global best practices, and proven results that most in-house teams cannot replicate without thorough training and years of experience. It takes years — and lots of learning by failure — to attain the knowledge and expertise our team provides. We've broken a lot of things over the years and have pushed our equipment to the limit. Take advantage of that instead of making the same costly mistakes yourself.

Like all equipment, Twister products and systems require routine maintenance to keep them running optimally and extend their lifespan. Without routine and preventive maintenance, operators risk downtime from failed components. You change the engine and transmission oil, replace brakes and spark plugs, and rotate the tires on your car to keep them operating and prolong their lifespan — our equipment is no different.

Many facilities have strong internal maintenance teams, but Twister technicians are trained specifically on the equipment they service and work closely with the design and engineering teams behind it. That specialized knowledge can reduce troubleshooting time, improve repair quality, and help get equipment back online faster.

Yes. Preventive maintenance and priority emergency support minimize unexpected breakdowns and keep harvest schedules on track.

When harvest starts, every moment matters and every pound makes an impact to your operation capacity and costs. Properly maintained equipment has minimal downtime, and Performance Advantage customers are given priority access to our teams if issues arise to get you back online quickly.

We compare throughput, trim quality, yield, and workflow against industry best practices and benchmarks from our global customer base. Combined with our own experience as growers and post-harvest operators, we identify gaps, improve process consistency, and support better flower quality and stronger yields.

Yes. Proper calibration, equipment setup, operator training, and broader post-harvest process consultations help reduce flower loss, stem damage, and rework while improving overall yield.

Our team spends hours observing your process and recommends changes to increase trim quality. Proper alignment of trimming components — bed knives and reels, conveyor calibration, and operator training — reduces rework, improves flower-to-trim ratios, and ensures consistent harvest quality.

Yes. Many facilities reduce reliance on in-house maintenance by leveraging our expert team.

Optimized equipment operates as intended and requires fewer operators, increasing throughput efficiency and yield while reducing labor expenses.

Yes. Keeping machines calibrated, clean, and documented helps align with QA standards and regulatory requirements.

Yes. Properly maintained and documented machines help support compliance with regulatory requirements, including flower quality. For background on GMP, see the FDA's CGMP overview.

Most contract visits pay for themselves within a few days — some within hours — through operational, flower-quality, and yield improvements.

Yes. Through Performance Advantage, ROI typically comes from higher throughput, increased yields, lower product rework, and reduced labor. Service reports show measurable efficiency gains and cost savings.

Yes. Reports show improvements in throughput, trim quality, yield, and labor efficiency to quantify ROI when improvements are made.

Multi-year contracts lock in pricing, guarantee priority scheduling, and provide consistent support across multiple harvests for maximum ROI.

Technicians have extensive expertise in Twister's post-harvest equipment servicing and best practices, with deep knowledge of Twister machines and industry standards.

We aim for continuity whenever possible, but all technicians follow the same standards, checklists, and reporting practices. In some cases, rotating technicians is helpful — a fresh set of eyes may identify additional opportunities for improvement.

Standardized inspection checklists, technician training, and detailed reporting ensure consistent high-quality service.

Factory training, shadowing, and ongoing certification ensure technicians meet global service standards.

Yes. We have four tiers of technicians at Twister — Tier 1 through Tier 4 — each with different levels of Twister experience, mechanical and electrical education, and processing experience. Only Tier 3+ technicians are qualified to perform on-site Performance Advantage services.

Connect with our team to discuss your needs and contract arrangements if we haven't already aligned on your first visit.

It's best to renew at least 30 days before expiration to avoid coverage gaps and retain preferred pricing.

Yes. Multi-year extensions are available and lock in current pricing and discounts.

Yes. Service plans are transferable to new owners.

Schedule at least 30 days prior to harvest to secure technician availability — earlier is recommended. Visits scheduled within a 2-week window are considered emergency visits and subject to emergency call-out fees.

Performance Advantage customers are prioritized over general support and servicing cases during busy harvest seasons. Additional demand is managed by our scheduling staff and planned 2–3 months in advance.

Although we are headquartered in Surrey, BC, Canada, we offer global support.

English, French, Spanish, and additional regional languages as needed.

Yes. Twister offers one-off service options — including field service and shop service — for customers without a Performance Advantage contract.

One-off services can cover many of the same categories as Performance Advantage work, including maintenance, repairs, cleaning, and selected optimization support.

Depending on the service, one-offs can be performed at your location or ours. We've completed one-off repairs at customer sites and had numerous machines and systems shipped to us for quick cleaning or complete overhaul. Connect with us to discuss your situation and specific requirements.