GENERAL INFORMATION

Brunswick Technical Support (BTS) is based at the Brunswick Bowling Products office at 525 West Laketon Avenue in Muskegon, Michigan.

All times listed in this document reference the Eastern time zone (EST / EDT).

Brunswick Technical Support consists of 2 teams:

Scoring and Point-of-Sale (Scoring & POS)

• Provides support for Brunswick Scoring / POS systems, Brunswick On-Lane Experiences (Spark, Nitro) as well as our computer electronics (mPOS tablets, Desk/Server computers).

Bowling & Lanes

• Provides support for Brunswick Pinsetter and Lane systems, as well as Lane Maintenace systems and related products.
  
  
• Provides part numbers for orders directed to the Brunswick Customer Service team.

Hours of Operation

Normal Support Hours

Full Support for both Scoring & POS / Bowling & Lane systems

Monday - Friday

• 08:00 - 17:00

Extended Support Hours

Limited Support for Scoring & POS systems

Tuesday - Friday

• 17:00 - 21:00

On-Call Support Hours

Priority Support for Scoring & POS / Bowling & Lane systems

• All hours outside the availability noted above.

Hours are subject to change. Please visit our website for the most current support hours.

U.S. Holidays observed by Brunswick Bowling Products will have Limited Scoring & POS Systems support ONLY from 08:00 - 17:00.

Brunswick Technical Support is closed and unavailable on December 25th in observances of the U.S. Christmas Holiday.

Contacting Brunswick Technical Support

• Online

  You can submit a support ticket online directly from the Brunswick Bowling Help Center.

  Submit a Ticket Online

   

• Phone

  1. Call 1-800-YES-BOWL (1-800-937-2695).
     Most Android & iOS (Apple iPhone) users can click / tap the button below.
  2. Select Option 3, and then Option 1 for Technical Support.
  3. Select Option 1 for the Scoring & Point of Sale (POS) Team.
     Select Option 2 for the Bowling & Lanes Team.
  4. For both teams:
     Select Option 1 for a Priority issue.
     Select Option 2 for a Standard issue.
  Call Brunswick Technical Support

   

• Email

  Send an email to techsupport@brunswickbowling.com.

  Email Brunswick Technical Support

For non-critical issues, or issues that require sending documentation to BTS, it is recommended to submit these requests using our Web Support form.

Guidelines for Contacting Brunswick Technical Support

Brunswick Technical Support provides complementary assistance for:

• Part number inquiries
• Brunswick Lane Machines (Authority 22, Envoy, MAX)

All other support requests require an active support plan.

Centers who do NOT have an active support plan will have the option to purchase a monthly telephone support package from BTS. If a center wishes to purchase an annual support plan, BTS will provide guidance on the process.

When contacting Brunswick Technical Support, please provide the following:

• Your name
• Center name
• Contact information to reach back out to you with
• Details about your issue

Failure to provide this information will result in delays in obtaining support.

Priority Support Definitions

Scoring & POS

• 50% or more of the lanes are not functional.
• The Main server or Front Desk client is down.
• No communication to the lanes from either the server or clients.
• Insufficient functional lanes to accommodate a league or tournament.
• 50% or more non-desk clients are not functional.
• Integrated Credit Card processing is not functional on multiple POS terminals.

Bowling & Lanes

• A-22, Envoy, or MAX Oiling machine not operational.
• 50% or more Brunswick Pinsetters (A/A-2, GS Series, GX-NXT, or Stringpin) not operational.

Calls left on our priority line or online support requests (with Request Emergency Service selected) that do NOT meet the above conditions will be processed during normal business hours as standard support requests.