Service Level Agreement (SLA)
This document is part of Valtriom's terms of service. If you have questions about its scope, write to us at legal@valtriom.com.
Reference regulatory framework
This document constitutes a service contract governed by Panamanian law and is part of Valtriom's Quality Management System.
1. Scope of service
This Service Level Agreement (SLA) defines the conditions under which Valtriom will provide support, maintenance and incident handling related to Odoo. Its purpose is to guarantee customers a professional, predictable and measurable standard of service.
The SLA applies to all customers with active support plans, covering functional, corrective and configuration incidents, according to the terms of each contracted plan. It does not include custom development, migrations or out-of-contract integrations unless formally agreed.
The scope of this document seeks to provide transparency and define responsibilities, so that customers know exactly what is covered by their investment in support.
2. Incident classification
Requests received are classified into categories that determine how they are handled:
Critical Support: Immediate intervention in incidents that stop business operations or compromise sensitive data.
- Failures in electronic invoicing, accounting or payments.
- Total system access problems.
- Errors that block sales, purchasing or inventory.
- Security incidents or loss of information.
Non-Critical Support: Handling of incidents or questions that do not immediately affect core operations.
- Errors in non-essential reports.
- Adjustments to views or forms.
- Specific user issues.
- Basic system usage questions.
Improvements: Optimizations to existing processes and features to increase efficiency or adapt to new needs.
- Creation of additional reports.
- Adjustments to approval flows or validations.
- Performance optimization.
- Advanced configuration of standard modules.
Development: Creation of new features or integrations that do not exist in the standard version of Odoo.
- Custom modules.
- Third-party integrations (PAC, banks, APIs).
- Automation of complex processes.
- Data migrations between versions.
Training: Practical and strategic training in the use of Odoo for the company's teams.
- Role-based training (sales, purchasing, accounting, etc.).
- Best-practice workshops.
- Custom documentation and manuals.
- Recorded sessions for internal reference.
Strategic Consulting: High-level guidance to align Odoo with the business strategy.
- Business process assessment.
- Technology roadmap design.
- ROI evaluation for Odoo projects.
- Legal, tax and operational recommendations.
- Annual system audits.This classification ensures that every request receives the right treatment, with response times matched to its level of impact on the client's operation.
Out-of-plan tickets are promptly referred to pre-sales, avoiding unnecessary delays and keeping priority management orderly.
3. Response and resolution times
Each support plan offers different response and resolution times, aligned with how critical the client's operation is. The Operations plan works within standard times, while the Strategic, Corporate and Holding plans offer shorter times and urgent-case handling.
Response time is measured from ticket creation to the first communication with the client, while resolution time is measured until a solution is delivered ready for testing or the case is closed.
These times are counted in business hours only, Monday through Friday from 8:00 a.m. to 5:00 p.m., excluding holidays.
4. Support channels
The official support channels are the email ayuda@valtriom.com and the client portal. Only through these channels are traceability and SLA enforcement guaranteed.
The client may designate an authorized representative as the main point of contact for submitting requests, ensuring clarity and avoiding confusion.
Meetings or calls may also generate tickets, as long as they are formally logged in the support system.
5. Service process
The standard service flow includes these stages: New → Under analysis → In progress → Ready for testing → Resolved. This allows clear tracking of each ticket's life cycle.
Out-of-plan tickets move to Under sales review and Scheduled, until a proposal is formalized and approved by the client.
The support system reports status changes in real time, so the client has full visibility into the progress of their case.
6. Limitations and conditions
The SLA does not cover services not included in the current support contract, such as custom development, migrations, formal training or external integrations without prior agreement.
Valtriom's responsibility does not include issues in third-party modules not purchased through our firm or not under an active maintenance contract.
Likewise, infrastructure services such as domains, servers, email relay or SSO are not part of the SLA unless agreed in the contract.
7. Tangible benefits
Valtriom support plans guarantee operational continuity in Odoo, with clear response times and specialized support to resolve issues quickly.
The client gets access to specialists who know both the standard software and the custom developments contracted, shortening resolution time and maximizing return on investment.
In addition, every plan includes SLA metrics, compliance reports and access to a transparent tracking portal, which reinforces confidence in the quality of the service.
8. Warranties
Valtriom provides a warranty on all of its own developments delivered under contract, as long as they are not altered by third parties. This ensures quality and stability in implementations.
Before any ticket is closed as Resolved, it is validated with the client in the Ready for testing stage, ensuring that the solution meets the original requirement.
Regression tests are run when applicable, preventing a fix from introducing failures in other areas of the system.
9. Legal provisions of the service
This SLA is an integral part of Valtriom's support contracts and is governed by the laws of the Republic of Panama. It is automatically accepted upon contracting any of the current plans.
Any dispute will first be handled through conciliation and, if not resolved, will be submitted to the competent courts in Panama City.
Valtriom maintains strict confidentiality over all information it accesses while providing its services, and does not share it with third parties except where legally required.
The client agrees to respect the limits of their plan, report issues clearly and provide the access needed to handle their tickets.
Valtriom's liability is limited to the value of the current contracted plans, excluding indirect damages or lost profits.