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Priority Technical Support and Assistance
PRODUCT PHOTO: Priority Technical Support and Assistance


Availability / Ships: Varies By Season - See Product Description Below for Details
Product Code: SUPPORT8

Support Time Period

1 Hour of Priority Support Via Phone & Remote Control (Valid for Sept-Dec 2022) [Add $159.99]
 - To purchase multiple hours of support, enter the number of hours in the QTY box below

Support Requirement Confirmation

I Agree to Support Requirements Listed Below
- Subject to terms and conditions listed below on this page
- Valid only for USA and Canadian Customers
- Unused sessions refunded at 70% of purchase price
- I have a reliable phone and Internet connection
- I am aware that remote sessions are scheduled
- Support sessions valid only only in year purchased

[Product Description Page]
Product Features
HolidayCoro understands that each customer is unique and has different levels of skill, patience and time to dedicate for lighting projects. As such, we are happy to offer a variety of support levels for every step of a customer's project.The following table covers our different support options and was is provided with each method of support:

Support Options Matrix
Response Time
Peak (Sept, Oct, Nov, Dec)

6 Hours to
12 Business Days
6 Hours to
3 Business Days
Response Time
Off-Peak (Jan through Aug)

2 Hours to
5 Business Days
1 Hour to
2 Business Days
Major Area Specific Area(s) Self Support

Youtube Videos
Knowledge Base Articles
HolidayCoro Support Forum
E-Mail Support

Dedicated e-mail
only response
from experienced
USA based technical support
No phone or remote support.
Priority Support

Phone call and/or
Remote Control
Session from
experienced USA based
technical support
Pixel Troubleshooting Partial working pixel string
Completely non-working string of pixels
Controller Wiring Power input wiring or power supply troubleshooting X
May be limited for non-HolidayCoro lights
connected to HolidayCoro controllers
Controller Configuration Controller configuration (universe, channel, etc) X X
AlphaPix / HinksPix Controllers Only
Most Controllers
Networking Controller to Network Switch

AlphaPix / HinksPix Controllers Only

Controller to PC X X
AlphaPix / HinksPix Controllers Only

PC network configuration (IP, interfaces) X X
AlphaPix / HinksPix Controllers Only
Windows PC's Only
Most Controllers
Windows and Mac PC's

Wiring / Cable / Duplicate Subnets X X
AlphaPix / HinksPix Controllers Only

WiFi Integrated Networking
Not Supported
Use Wired Connections
PC Configuration Troubleshooting of PC Based Issues
(Firewalls, malware, etc)

Windows Only
Sequencing Applications Output Interface Configuration
(Universe, DMX channels)
AlphaPix / HinksPix
Controllers Only
See software vendor
AlphaPix / HinksPix Controllers Only
xLights and LOR S5 Only
Most Controllers
xLights and LOR S5

Prop / Element / Stage / Preview Configuration
and Troubleshooting
xLights and LOR S5 Only
See software vendor
None X
xLights and LOR S5 Only

Sequence Configuration / Modification / Import None None X
xLights and LOR S5 Only

Sequencing from song or Animation Sequencing None None

Setup of Show + Scheduling See software vendorNone X
xLights and LOR S5 Only

Here are our recommendations to best utilize Priority Support:
  • Ensure that the computer for which your show will be run from has the sequencing software you will be using (xLights, LOR S5 or other supported application) installed
  • Phone Call Sessions
    • Ensure that you are on a reliable phone that is clear to understand
    • Refrain from using speaker phone where possible. Consider using a headset or other hands-free device.
    • Remove any distractions such as barking dogs, TV's, kids or other external sources of noise
    • Focus discussion on the specific technical task at hand. While we will happily listen to customer discussions of issues of heath, jobs, family members or what happened last night, the time for these non-task related discussions will still be reflected in the total time utilized.
    • Answer phone calls received from HolidayCoro. This is a very common problem as many people will not answer their phones.
      • Phone calls from HolidayCoro will originate from a number of: +1-832-500-3xxx and show the location "SUGARLAND, TX" or "HOLIDAYCORO" in caller ID
  • Remote Control Sessions
    • The computer with the installed sequencing software must be connected to the public internet
    • Ensure that you can open the remote control support page: https:/www.HolidayCoro.com/Remote

Priority Support is offered with the following terms and conditions:
  • All support is provided in English language only.
    • Supported countries for support are: United States and Canada
  • Off-peak support (Jan though August) cannot be provided during peak period (Sept, Oct, Nov, Dec).
  • Support sessions cannot be broken up or time saved or "banked". In selected cases where troubleshooting is hindered by an issue or the issue is transferred to 2nd level support, the issue resolution will be resumed at a later time.
  • No refunds are provided on unused support time. If you are unsure if you will need Priority Support, make the purchase at the time you are in need of Priority Support.
  • Your support engineer will assess the issues and goals for the call and will confirm those goals and a defined set of criteria that will be met when those goals have been met. It is possible that based upon the customer provided goals that the purchased time will not be sufficient, in those cases, either additional time will need to be purchased or the goals of the support session will need to be reduced to fit within the support time purchased.
  • The following tasks are deducted from allotted time:
    • Efforts to contact customer (emails, voice mail, multiple phone calls)
    • Waiting for customer to install software
    • Waiting for customer to configure or setup hardware (cables, controllers, lights, resetting controllers, retrieving settings or data)
    • Resolving issues affecting operation of hardware or software but is not directly related to the specific goal. This includes but is not limited to:
      • Mal-ware installed on customer's PC that prevents proper operation
      • Browsers with proxy / redirect add-ins
      • Firewalls that prevent proper operation
      • Required software to complete setup, including updates and drivers
  • The following issues do NOT deduct from allotted time:
    • An issue that resulted due to a non-customer induced hardware issue (bug, factory defect)
    • A fault or issue due to an error on the part of HolidayCoro
    • Recording details of your support case in our ticketing system
    • Transfer of an issue to 2nd level support
  • HolidayCoro is not responsible for slow customer internet connections which may slow the remote control process
  • Remote control sessions and/or phone calls may be recorded for training purposes
  • Customers will be asked to interact with the support engineer and provide feedback about the status of the controller output (lights lighting up), plugging in cables or other physical tasks that are not possible via remote control
  • Computers must be setup with English language screen and keyboard.

Average Rating: Average Rating: 4 of 5 4 of 5 Total Reviews: 5 Write a review »

  0 of 0 people found the following review helpful:
5 of 5 Great help December 7, 2022
Reviewer: Joe Sekoral from North Richland Hills, TX United States  
Dom has helped me for two years now and he is so good at what he does and makes it look easy. Wish I could figure it out but as long as Dom is around I don't have to.

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  0 of 0 people found the following review helpful:
5 of 5 Product Support October 30, 2022
Reviewer: STACY LEDOU from Santa Rosa, CA United States  
This area is where Holiday Coro leaps ahead of other vendors. You just need to email your questions and they respond via email or phone.

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  2 of 2 people found the following review helpful:
1 of 5 Paid tech support September 26, 2022
Reviewer: Steve from Michigan  
On 9/16 I had a paid support with David, and it was not very good experience.  David was very condescending.  I understand, the man was intelligent and knew what he was doing.  However, not everyone is at the same level of knowledge as an IT person.  It is important for the technician to be able to communicate effectively to their customer-no matter the skill level of the customer.  Last year I had a gentlemen named Dominic and he was great! He knew my skill level and walked me through a lot of the issues I was having. I've spent a lot of money at Holiday Coro over the last year.  I am completely disappointed in the lack of support for such an expensive purchase.  At this point, I would discourage anyone from using the paid tech support.
We are sorry for this experience that didn't match expectations.  Yes, that is correct, David, our senior support person can come across condescending.  David is highly logical and extremely focused and as a result, some people may find his method of support off-putting.  What David does offer is the absolute highest level of experience at HolidayCoro, allowing our customers to get to their requested solution as soon as possible, which in the case of paid support, is generally important since extraneous information can push the calls over the time and result in higher costs to our customers.  For others working with David, we recommend being quick, to the point and excluding any additional "chit chat".  Answering questions posed as simply as possible will ensure that you have a quick and productive session.

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  0 of 0 people found the following review helpful:
5 of 5 Help with mega tree January 17, 2022
Reviewer: Steve Neidlinger from Bridgman, MI United States  
If you’re stuck and you need help the priority technical support is the way to go. Dominic really knows what he’s doing and has a ton of help. This hobby is a lot of fun but it can be confusing at times so it’s nice to have the option to get some help when needed! I’m really impressed with Dominic and the people at Holidaycoro!

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  0 of 0 people found the following review helpful:
5 of 5 Above and beyond January 12, 2022
Reviewer: Shawn Dooley from Norfolk, MA United States  
I had an issue that was out of warranty and holiday not only walked me through trouble shooting it and overnighted me a replacement- but they discounted the item by 50% for my returning the defective piece.  I will keep coming back because you don’t get this service from the China based companies.

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