HolidayCoro is proud to be one of the very few vendors in the industry that provides direct, engineer-level technical support for our products. Our controllers and hardware are used in demanding, highly customized installations, and access to knowledgeable experts makes a meaningful difference in customer success.
Because our engineers are highly experienced—and because we want to keep our products affordable while still delivering exceptional assistance—we structure our support programs to ensure customers receive the right level of help without compromising quality, response speed, or cost.
We offer two support paths — Free Support and Priority Paid Support — each designed for different needs. The table below outlines what each option includes so you can choose the best fit for your situation.
| Function / Feature | Free Support | Priority Paid Support |
|---|---|---|
| How to Access | Submit via form: Technical Support Form | Purchase a session: Priority Paid Support |
| Who Qualifies | Original purchaser, within 3 years of purchase | Anyone, including 2nd-hand buyers |
| What’s Covered | Hardware issues only: Controller setup, networking to reach the controller, configuration, importing HolidayCoro-purchased sequences | Any issue within the technician’s skill set: hardware, software setup, sequencing, networking, 3rd-party integration |
| What’s Not Covered | Sequencing help, software training, Non-Hardware xLights issues, troubleshooting 3rd-party pixels/hardware/controllers | No limits as long as within the technician skill set |
| Firmware | Free lifetime firmware updates | Free lifetime firmware updates |
| Support Channels | Email only | Email, phone, and remote sessions |
| Response Time | 24–48 hours; longer during November | Typically within hours; evenings/weekends often available |
| Repeat Issues | Not covered if the issue was previously resolved | Fully covered |
| Second-Hand Hardware | Not supported | Fully supported |
| Community Resources | Not required; optional: HolidayCoro Support Group | Not required; optional |
| Non-Hardware xLights Issues | Use the xLights community: xLights Facebook Group xLights Zoom Room | Supported if technician can assist |
| Troubleshooting Requirements | Must provide requested screenshots, photos, configuration files, and test results | Support technician will handle all questions and data collection |
| Cost | Free | Paid |