Support when you need it, with no monthly contract
A prepaid bundle of 15 tickets. Each ticket covers one incident or one specific request on your system, handled from start to finish within the response time you choose.
You pay for the bundle once and use it when something breaks. No monthly fee, no commitment and with your response time in writing.
This bundle includes
15 tickets Valid for 30 days
Odoo.sh On-premise VTGO SaaS −30%
How it works
1. We review your installation
Version, customizations, where it's hosted and how many users it has. That tells us which bundle suits you.
2. Choose your response time
Pick the SLA and where your system is hosted. The price adjusts automatically right on this page.
3. It activates with payment
Approve the quote, the invoice is issued, and once the payment is confirmed we activate the bundle and send you the portal invitation.
4. Use and top up
Each case handled uses up one ticket. When they run out, you buy another bundle; an additional ticket costs $45.00. For companies with no active plan, handling a one-off case costs $75.00.
Response times
SLA 12 h / 24 h
Critical in under 12 hours. Non-critical in under 24 hours.
Included in the base priceSLA 4 h / 12 h
Critical in under 4 hours. Non-critical in under 12 hours.
+ $60.00SLA 2 h / 8 h
Critical in under 2 hours. Non-critical in under 8 hours.
+ $85.00What's included
✓ One incident or request per ticket, handled from start to finish
✓ Configuration errors and unexpected system behavior
✓ How-to questions from the people who run the system day to day
✓ Guaranteed response time according to the contracted SLA
✓ Access to the support portal to open and track your cases
✓ 5% discount on improvements, development, training and consulting
✓ 30% discount if your system is hosted on VTGO SaaS Odoo
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
× Continuous improvement projects, which belong in the monthly plans
Validity and terms
Tickets expire 30 days after the bundle is activated: whatever you don't use in that period is lost. Base price of this bundle: $525.00 with SLA 12 h / 24 h. Anything not included is quoted separately and gets a 5% discount while you have an active bundle.
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.