General Terms of the Support Service

Updated January 2026

1. Purpose of the Contract

This contract governs the per-ticket technical and functional support services that Valtriom provides to its clients for Odoo ERP systems in production environments. This service is based on handling specific issues, according to the monthly ticket plan contracted, and under strict, previously defined service level agreements (SLA).

The client acknowledges that this service is designed to maintain the operational continuity of their Odoo platform within its standard configuration, and that any modification or expansion of scope must be contracted as a separate additional service.

2. Scope of the Service

The service includes the diagnosis, guidance and resolution of reproducible issues in standard Odoo environments, through configuration adjustments and the use of native features. It also covers functional support for operational questions, as long as they are limited to the scope of Odoo as it was implemented.

Valtriom does not guarantee that all issues will be resolved immediately, especially if they require intervention by the vendor or by third parties outside the company. In such cases, the client will be informed of the suggested actions and estimated times.

3. Exclusions from Scope

The following are expressly excluded from the service: custom development, installation or migration of modules, integrations with external systems, data migrations, version upgrades, training, optimization meetings, design consulting and on-site services. These activities will be quoted separately.

Likewise, Valtriom is not obligated to perform preventive tasks, process reviews or functional audits unless the contracted plan includes them or they are agreed as an additional service.

4. Definition of a Ticket

A ticket corresponds to handling a single issue or specific request. Grouping multiple issues into one ticket is not allowed, even if they are related, to ensure efficient workload control and SLA compliance.

Each ticket is considered closed once Valtriom has delivered a technical solution or documented recommendation that allows operations to continue, even if the final resolution requires actions outside the scope of this contract.

5. Ticket Limits

The number of tickets included in the contracted plan is the maximum monthly service limit. Unused tickets do not roll over to future periods and cannot be transferred to third parties.

If the monthly limit is exceeded, additional tickets will be billed at the current unit price and handled according to the priority set in the contracted plan.

6. Ticket Opening Procedure

All tickets must be logged exclusively through the support portal, email or the official WhatsApp number designated by Valtriom for issue management. The client must provide clear and detailed information, including precise steps to reproduce the issue and evidence (screenshots, error messages or other files) that allow a proper diagnosis.

Valtriom is not obligated to handle requests that are incomplete, unclear or sent through unauthorized channels. Using WhatsApp groups to report issues is expressly prohibited. Insufficient information may delay the start of service and will affect SLA compliance.

Each client will have a unique support contract number, which must be included in every request. If the client does not have an active support plan, purchasing one will be required before receiving any technical or functional service.

7. Scope Validation

Each ticket will be reviewed to verify that it meets the conditions and scope of the service. If the issue is out of scope, the client will be informed along with a commercial proposal to carry it out as an additional service.

This validation is mandatory to ensure that the contracted service applies only to issues that meet standard Odoo conditions and to avoid operational deviations.

8. SLA (Service Level Agreement)

The SLA defines the maximum time for first response and for starting work on a ticket. These times depend on the contracted plan and are counted only within business hours.

Failure to meet the SLA for reasons attributable to Valtriom may be reviewed, but will not result in an automatic penalty unless a specific clause has been contractually agreed.

9. Client Responsibilities

The client agrees to keep their Odoo instance up to date and in working order, and to grant the access and credentials needed to handle issues.

The client must also designate authorized contacts for communication with Valtriom and ensure that the information provided in each ticket is truthful and accurate.

10. Exclusion for External Causes

Valtriom will not be liable for failures arising from external infrastructure problems, such as hosting services, internet connectivity, or third-party hardware or software.

Likewise, no liability is assumed for issues caused by actions of unauthorized third parties or by force majeure events that prevent the service from being provided.

11. No Substitution for an Odoo Enterprise License

Contracting this per-ticket support service does not replace, substitute or include the Odoo Enterprise license subscription, which is mandatory to legally operate on that edition.

It is the client's sole responsibility to keep their license active and current, and any issue arising from its expiration or cancellation will not be covered by Valtriom.

12. Service Prioritization

Tickets will be prioritized according to the contracted plan and the criticality of the issue. Valtriom is not obligated to change the established priority except by written agreement confirmed by both parties.

The client acknowledges that a request for special priority outside the plan's conditions may involve additional costs and will depend on resource availability.

13. Service Hours

The service will be provided exclusively during business hours: Monday through Friday, 09:00 to 18:00 GMT-5, excluding Panama's national holidays.

Valtriom will not handle tickets outside these hours unless a specific additional extended-hours service is contracted, at a separate rate.

14. Official Communications

All requests, notices and procedures related to the service must be made through the official channels designated by Valtriom.

Requests sent through informal channels such as personal instant messaging, unlogged calls or social media will not be considered valid for contractual purposes.

15. Ticket Resolution

A ticket is considered resolved when Valtriom delivers to the client a technical solution or a viable recommendation that allows them to continue their operations.

The client acknowledges that in some cases the final resolution may require contracting additional services or the intervention of third parties.

16. Cases Beyond Control

Valtriom does not guarantee the resolution of issues caused by internal defects in the Odoo software that require direct intervention by the vendor.

In these cases, Valtriom may assist in managing and communicating with Odoo S.A. support, but will not be liable for the times or results obtained.

17. System Modifications

Any modification, update or change made to the system by the client or by unauthorized third parties that affects its operation releases Valtriom from the obligation to handle the issue under the terms of the SLA.

Restoring operations after unauthorized changes will be considered an out-of-scope service and will be quoted separately.

18. Limited Liability

Valtriom's liability for any direct damage arising from the provision of the service will be limited to the amount actually paid by the client in the month in which the incident occurs.

In no event will Valtriom be liable for indirect damages, lost profits, loss of revenue or business interruption.

19. Commercial Terms

Payment for the support plan is monthly, in advance and non-refundable. Non-payment will immediately suspend the service until the account is brought current.

Prices may be reviewed periodically by Valtriom, with at least 30 days' notice to the client.

20. Plan Changes

The client may request a plan change at least 15 days before the start date of the next billing period.

Plan changes will be subject to resource availability and may involve proportional adjustments to the monthly cost.

21. Additional Tickets

Tickets that exceed the contracted monthly limit will be billed at the current rate per additional ticket.

Such tickets will be handled according to the priority and SLA set in the client's base plan, unless a dedicated service is contracted.

22. Service Cancellation

The client may cancel the service by giving written notice at least 15 business days in advance.

Valtriom may cancel the service in the event of repeated breach of contractual obligations or misuse of the service by the client.

23. Preventive Review and Additional Benefits

Only plans that expressly state so will include preventive reviews, health checks and discounts on additional services such as developments or modules.

These benefits do not accumulate, are not transferable and must be used within the term of the corresponding plan.

24. Confidentiality

Valtriom agrees to keep the client's information and data confidential, not disclosing them to third parties without written authorization, unless required by law.

The client agrees not to disclose Valtriom's technical, methodological or business information without express authorization.

25. Intellectual Property Rights

All procedures, configurations, scripts, documentation and other items produced by Valtriom as part of the service will remain Valtriom's intellectual property until the services are paid in full.

The client receives only a non-exclusive license to use the deliverables, limited to the scope of the contracted service.

26. Changes to the Terms

Valtriom may modify these general terms by notifying the client at least 30 days before they take effect.

The client's continued use of the service after the modification constitutes acceptance of the new terms.

27. Additional Agreements

Any condition not covered in this contract must be expressly agreed in writing between Valtriom and the client.

Additional agreements will form an integral part of the contract as long as they are duly signed by both parties.

28. Governing Law

This contract will be governed by and construed in accordance with the laws of the Republic of Panama.

Any dispute or controversy will be submitted to the exclusive jurisdiction of the courts of Panama City.

29. Entire Agreement

This document constitutes the entire agreement between Valtriom and the client regarding the per-ticket support service.

Any prior agreement, verbal or written, is superseded by this contract.

30. Acceptance

Contracting a per-ticket support plan implies full and unreserved acceptance of these terms and conditions.

The client declares that they have read, understood and accepted the content of this contract in its entirety before contracting.