Support with an assigned account owner and contractual response times.
Not a shared inbox: a person who knows your operation, written response times and continuous improvements as your company changes.
Choose how you want to be covered.
Monthly plans with tickets and contractual response times, or prepaid packages if your operation doesn't need a fixed plan.
Continuity
Keeps basic operations running without interruptions.
- ✓ 15 tickets per month
- ✓ Critical and non-critical support
- ✓ SLA: critical under 12 h · non-critical under 24 h
- ✓ Cost per ticket: $30
- ✓ Monday to Friday, 9:00 a.m. – 5:00 p.m.
With a 24-month contract: $382.50 per month.
Sign upOptimization
Continuous improvement and cost reduction.
- ✓ 40 tickets per month
- ✓ Critical support, non-critical support and improvements
- ✓ SLA: critical under 2 h · non-critical under 8 h
- ✓ 40% discount on extra work
- ✓ Approximate cost per ticket: $26
- ✓ Monday to Friday, 9:00 a.m. – 5:00 p.m.
With a 24-month contract: $884.00 per month.
Sign upHolding
Unlimited, with consulting and real hands-on support.
- ✓ Unlimited tickets
- ✓ Full coverage of all support types
- ✓ SLA: critical immediate · non-critical under 4 h
- ✓ Dedicated consultant and annual audit
- ✓ Maximum custom discounts
- ✓ Every day, 8:00 a.m. – 8:00 p.m.
With a 24-month contract: $1,530.00 per month.
Sign upPrepaid packages.
You buy the tickets and use them when you need them. The price goes down depending on the response time you choose.
Wallet Ticket 5
Prepaid support package, for when you don't need a monthly plan.
- ✓ 5 prepaid tickets
- ✓ Price per ticket: $35.00
- ✓ SLA agreed when you sign up
- ✓ 5% discount on improvements and development
- ✓ No monthly contract
- ✓ Valid for: 30 days
Wallet Ticket 10
Prepaid support package, for when you don't need a monthly plan.
- ✓ 10 prepaid tickets
- ✓ Price per ticket: $35.00
- ✓ SLA agreed when you sign up
- ✓ 5% discount on improvements and development
- ✓ No monthly contract
- ✓ Valid for: 30 days
Wallet Ticket 15
Prepaid support package, for when you don't need a monthly plan.
- ✓ 15 prepaid tickets
- ✓ Price per ticket: $35.00
- ✓ SLA agreed when you sign up
- ✓ 5% discount on improvements and development
- ✓ No monthly contract
- ✓ Valid for: 30 days
Additional tickets, for customers with an active bundle or plan, are billed at $45 each. For companies with no plan at all, handling a one-off case costs $75.
What it is and how it works.
A prepaid bundle of support tickets. Each ticket covers handling one incident or one specific request, under an agreed response time. You don't pay a monthly fee while you don't need it.
We review your installation
Before quoting we check the version, customizations, where your system is hosted and how many users it has. That tells us which package suits you.
You choose the package
5, 10 or 15 tickets, with the response time you need. If your system is in our cloud, the package costs 30% less.
It's activated upon payment
You receive the quote, approve it and the invoice is issued. Once payment is confirmed we activate the bundle and send you the invitation to the support portal.
You use it and top up
Each case handled uses one ticket. When they run out you buy another bundle; if you need help before then, an additional ticket costs $45. Tickets are valid for 30 days.
What a ticket covers
- One incident or one specific request, handled from start to finish
- Configuration errors and unexpected system behavior
- Usage questions from the people who run the system day to day
- Guaranteed response time according to the contracted SLA
- 5% discount on improvements, development, training and consulting
- 30% discount if your system is hosted on VTGO SaaS Odoo
- No monthly contract: you pay for the bundle and use it within the term
- Valid for 30 days from the date the bundle is activated
- Access to the support portal to open and track your cases
What's quoted separately
- Custom development and new modules
- Implementation of new areas or companies
- Version migrations
- Formal training and consulting
- Server administration, if it isn't hosted with us
- Continuous improvement projects, which belong in the monthly plans
All of the above gets a 5% discount while you have an active bundle.
Bundle or monthly plan? If you report cases every month, a plan works out better. If they're occasional, the bundle. Ask Génesis right here and it'll tell you which one fits your operation.
Systems don't fail at convenient times.
What separates real support from a promise.
Nobody answers when it matters
The system goes down at month-end close and the provider replies two days later.
You repeat your story every time
Each ticket is picked up by someone different who doesn't know your operation or your configuration.
The system gets frozen in place
After go-live nobody adjusts anything, and the software stops keeping up with the business.
What support includes.
It's implemented in stages, in the order that least disrupts your operation.
A person with a name
Knows your installation, your operation and your history.
Contractual response times
Response time committed in writing, according to the plan you sign up for.
One single place
All requests with status, history and owner visible.
Continuous adjustments
The system evolves with the operation; it doesn't stay frozen after go-live.
For new staff
Staff turnover can't be allowed to slow down the operation.
What was handled
Monthly report of requests, times and improvements applied.
From where you are to where you want to be.
Assessment
We look at how you operate today and where time or money is being lost. A fifteen-minute call to define the next step.
Data load and setup
We survey your current installation, document the configuration and define the service level.
Assisted go-live
We train the team that will use it and support you through the first month-end close.
Ongoing operation
Support with an assigned account owner and contractual response times.
Génesis — support that lives inside your Odoo.
Don't open an email. Don't look for a number. Click the help icon. Génesis is VALTRIOM's support assistant and works inside your own system: an icon in the top bar opens a chat panel without leaving the screen you're working on.
It answers with your data, not generalities
Génesis knows which plan you have, when it expires, how many tickets you have left and which ones are open. If you ask “what happened with my case?”, it answers with the reference and the actual stage.
It understands your operation
System usage, sales, purchasing, inventory and accounting processes, and Panama electronic invoicing: issuing, PAC rejections, CUFE and credit notes.
Paste the error exactly as you see it
The panel doesn't close when you switch tabs to copy an error message. That detail, which seems minor, is the difference between describing a problem from memory and showing it exactly.
It opens the ticket for you
When the case needs a technician, Génesis logs it with all the context already included: the company, the RUC, the system version, the user reporting it and the full conversation. Nobody asks you for the same details again.
Just ask.
Génesis stops trying to solve it, logs the case, assigns it to an advisor with a first and last name, notifies them and hands over the entire conversation. You get the specific case reference, not a vague promise. And you can keep typing in the same window: whatever the advisor writes from our system shows up in your panel within seconds.
We install the module
A lightweight module in your Odoo, and we give you your key.
The icon appears
The help icon is shown to the users you authorize.
You type
Génesis checks your plan and answers.
It escalates if needed
It opens the ticket or hands you over to a person.
Your plan, with clear numbers
Each plan comes with a set number of tickets. Monthly plan tickets are reloaded with each period's invoice; packages you buy in advance are added on top and kept. You can see at any time how many you've used and how many you have left.
Security, in concrete terms
- Your key never reaches the browser: it travels between servers.
- Génesis doesn't execute anything inside your system. It reads what you type or paste.
- Before it leaves your server, the text goes through a filter that removes passwords, tokens and card numbers.
- A record of everything that's sent is kept inside your own Odoo.
- Only the users you enable can see the panel.
You don't need anything else
No Helpdesk module, no artificial intelligence licenses, no setting up anything technical. The intelligence runs on our servers; your system just opens the window. Available for Odoo 16, 17, 18 and 19.
What people ask before signing up.
What response times do you offer?
They depend on the plan you sign up for and are written into the contract, not subject to availability.
Do you provide support outside business hours?
Higher-tier plans include extended on-call coverage. It's defined based on how critical your operation is.
Does it include improvements or just fixes?
It includes continuous adjustments and improvements; larger developments are quoted separately.
How we quote.
We don't publish a price list because it would be made up: two companies in the same industry can need very different things. What we do guarantee is how you get to the number.
Quote after the assessment
After the call, if the case calls for it, a one-hour consultation sets the scope and a fixed price. If the scope changes, it's quoted separately and you approve it first.
Processes, data and users
Number of users, how critical the operation is and the coverage hours required. How many people will use it, how much data needs to be migrated and how custom it needs to be.
Support by plan
Ongoing operation runs on a monthly plan, with an assigned account owner and contractual response times. It's contracted separately from the implementation.
Let's get you someone who answers.
A fifteen-minute call and you walk away with a clear next step — even if the answer is that you don't need us yet.
Book your assessment
Leave us your details and we'll set it up for the next business day.
You're talking to Génesis, Valtriom's AI