Optimization — support and continuous improvement
Monthly support plan with an assigned account owner, contractual response times and 40 tickets a month. Your team opens cases in the portal and we respond within the agreed SLA.
If your operation grows, the plan adjusts. If you go over your tickets in a given month, the extra ones are billed per unit without losing the service level.
This plan includes
40 tickets a month $26.00 per ticket
Odoo 16 to 19 On-premise VTGO SaaS −5%
Service tier
SLA 12 h / 24 h
Critical in under 12 hours. Non-critical in under 24 hours.
IncludedSLA 4 h / 12 h
Critical in under 4 hours. Non-critical in under 12 hours.
+ $80.00/monthSLA 2 h / 8 h
Critical in under 2 hours. Non-critical in under 8 hours.
+ $150.00/monthWhat's included
✓ 40 tickets a month, handled from start to finish
✓ Critical and non-critical support
✓ Response time: critical in under 2 hours, non-critical in under 8 hours
✓ Assigned account owner who knows your operation
✓ Support portal to open and track every case
✓ Configuration errors and unexpected system behavior
✓ How-to questions from the people who run the system
✓ Monday to Friday, 9:00 a.m. to 5:00 p.m.
✓ Improvements included within the ticket package
✓ 40% discount on work outside the plan
What's not included
× 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
× Odoo licenses, which are billed separately
All of the above is quoted separately and comes with a discount for having an active plan.
Contract, terms and overages
List price: $1,040.00 a month. With a term contract the price drops: 3 months −5%, 6 months −8%, 12 months −12% and 24 months −15%. If your system is hosted on VTGO SaaS Odoo, you get an additional 5% off. Tickets beyond the month's package are billed at $45.00 per unit, with the same SLA as the plan.
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 it works inside your own system. An icon in the top bar opens a chat panel without leaving the screen you're working on.
Included in your plan
Inside your Odoo No Helpdesk
Odoo 16 17 18 19
What it solves
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 use, sales, purchasing, inventory and accounting processes, and Panama electronic invoicing: issuance, PAC rejections, CUFE, 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 reporting user and the full conversation. Nobody asks you for the same information again.
When you need a person
Just ask. Génesis stops trying to solve it, logs the case, assigns it to a named advisor, notifies them and hands over the entire conversation. You receive the specific case reference, not a vague promise.
And you can keep typing in the same window: the advisor replies right there. What they write from our system shows up in your panel within seconds.
How it works
1. We install the module
A lightweight module in your Odoo, and we give you your key.
2. The icon appears
The help icon is shown to the users you authorize.
3. You type
Génesis checks your plan and answers.
4. 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 number of tickets. Monthly plan tickets are refilled with the invoice for each period; packages you buy in advance are added on 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, not across your users' screens.
- Génesis doesn't execute anything inside your system. It reads what you type or paste. It doesn't modify your data.
- Before it leaves your server, the text goes through a filter that deletes passwords, tokens and card numbers.
- Everything that's sent is logged inside your own Odoo, auditable by you.
- Only the users you enable can see the panel.