Customer service: who to call and when.
A short map of where to go depending on what you need: technical support, billing, after-sales or sales.
Knowing who to write to saves half the time.
What happens when the channel isn't clear.
The message reaches the wrong department
It gets forwarded two or three times before reaching someone who can solve it.
It gets lost in a personal chat
Sent to someone's cell phone, with no record or follow-up.
No reference number
There's no way to follow up or find out what happened with it.
Where to go.
It's implemented in stages, in the order that least disrupts your operation.
If something stopped working
System failures, errors and usage questions. Support channel with an SLA.
If the DGI rejects a document or you're short on folios
A specialized channel for everything related to tax document issuing.
If something was left pending
Stalled projects or deliverables that didn't meet expectations.
If you want to buy something new
Expansions, additional services and quotes.
Invoices and payments
Account statements and administrative matters for your contract.
If operations are stopped
A direct phone line for cases where you can't invoice or ship.
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 identify the right channel and connect you with the team that solves it.
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.
What people ask before signing up.
What's the fastest channel?
For failures, the support channel. Génesis does the first diagnosis and opens the request with complete information.
Can I write on WhatsApp?
Yes, but to have a record and follow-up it's best for it to end up as a formal request.
How do I know what happened with my case?
Every request has a number, an owner and a history you can check.
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
Type of request and urgency of the service. 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.
Would you rather write it down and get on with your day?
Fill this out and the case is opened with a number. You don't need to talk to anyone if you don't want to: we'll reply by email or WhatsApp, whichever you prefer.
What happens when you send it
- It goes into the queue of the team you chose Not into a general inbox that someone sorts out later.
- You get the case number by email With that number you can ask about it at any time.
- A person answers you, not a template Within the time stated in your support contract.
Are you stopped and can't invoice? Message support directly on WhatsApp: +507 6930-5559.
We connect you with whoever can solve it.
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