title: "The Complete Guide to Valethon ServiceOS"

description: "Everything You Need to Master Your Service Operations Platform"

category: ebook

date: 2026-02-06

The Complete Guide to Valethon ServiceOS

Everything You Need to Master Your Service Operations Platform

Version 2.0 | January 2026 | 45 min read

Table of Contents

• Introduction to Valethon ServiceOS
• Core Ticketing System
• Customer & Company Management
• Asset Management
• Connect: Network Discovery & Remote Commands
• Val AI: Your Intelligent Assistant
• Service Contracts & SLAs
• Billing & Invoicing
• Workflow Automation
• Reports & Analytics
• For AV Integrators: Site Hierarchies
• Administration & Settings

Chapter 1: Introduction to Valethon ServiceOS

Valethon ServiceOS is a Professional Services Automation (PSA) platform built specifically for Managed Service Providers (MSPs) and AV Integrators. Unlike generic helpdesk tools, ServiceOS was designed from the ground up to handle the unique challenges of service businesses -- multi-tenant environments, complex site hierarchies, network discovery, and integrated billing.

Who Is Valethon For?

Managed Service Providers

IT companies managing multiple client networks with remote monitoring, ticketing, and monthly recurring revenue.

AV Integrators

Audiovisual firms managing venues, stadiums, and corporate spaces with complex room hierarchies and AV equipment.

Internal IT Teams

Enterprise IT departments needing asset tracking, helpdesk, and service management for their organization.

Break/Fix Shops

Service companies transitioning from reactive support to managed services with contracts and SLAs.

Core Platform Capabilities

• Ticketing -- Full-featured ticket management with SLA tracking, email-to-ticket, and automated routing
• Asset Management -- Track hardware, software, licenses, and network equipment with full lifecycle visibility
• Network Discovery -- The Connect app discovers devices via ARP, SNMP, CDP/LLDP, and AV protocols
• Val AI -- AI assistant that helps customers find answers and helps technicians resolve issues faster
• Contracts & Billing -- Manage service contracts, SLAs, and generate invoices with QuickBooks integration
• Workflow Automation -- Automate ticket routing, notifications, escalations, and repetitive tasks
• Knowledge Base -- Internal and customer-facing documentation with entity linking
• Multi-Tenant -- Each customer is isolated; white-label options available for resellers

Platform Architecture

Valethon runs as a cloud-hosted SaaS platform. Each tenant gets an isolated database. The Connect app runs on customer networks to provide local discovery and remote command execution. All communication is secured with TLS and API key authentication.

Chapter 2: Core Ticketing System

The ticket system is the heart of ServiceOS. Every customer interaction, support request, project task, and scheduled maintenance flows through tickets.

Ticket Lifecycle

• Creation -- Tickets are created via helpdesk portal, email-to-ticket, phone (manual entry), or Val AI chat
• Triage -- Val AI suggests categorization, or workflows auto-assign based on rules
• Assignment -- Ticket assigned to a technician or team queue
• Work -- Tech adds time entries, notes, and updates status
• Resolution -- Issue resolved, customer notified, satisfaction survey sent
• Closure -- Ticket closed, time billed (if applicable), metrics recorded

Ticket Fields

Email-to-Ticket

ServiceOS can automatically create tickets from incoming emails. Configure your support mailbox with OAuth2 (Gmail API or Microsoft Graph) for secure, modern authentication.

Pro Tip: Subject Line Matching

When a customer replies to an existing ticket notification, ServiceOS matches the ticket number in the subject line and adds the reply as a note instead of creating a duplicate ticket.

Time Tracking

Every ticket includes time entries for billing and productivity analysis:

• Manual time entry with start/end or duration
• Timer-based tracking (start when you begin, stop when done)
• Billable vs. non-billable classification
• Activity type (phone, remote, on-site, travel)
• Internal notes vs. customer-visible notes

Chapter 3: Customer & Company Management

In ServiceOS, "Companies" represent your customers. Each company has contacts (employees), sites, assets, contracts, and tickets associated with it.

Company Record

The company record stores:

• Company name and billing address
• Primary contact information
• Account manager assignment
• Contract and billing terms
• Enabled modules (which features this customer has access to)
• Custom fields for your specific needs
• Company logo for branded communications

Contacts (Employees)

Contacts are people at your customer companies. They can:

• Submit tickets via the helpdesk portal
• Chat with Val AI for self-service support
• Receive ticket update notifications
• View their company's open tickets
• Access the customer knowledge base

Multi-Company Access

Your technicians can be granted access to specific companies or all companies. This is controlled via the employee_companies relationship. A tech with no company restrictions is a "super user" who can access everything.

Company Modules

Each company can have different feature modules enabled: Assets, Billing, Contracts, CRM, Licenses, Networks, Outage Tracking, Projects, and more. This lets you customize the experience per customer and tier your service offerings.

Chapter 4: Asset Management

Track every piece of hardware and software across all your customer environments. Assets form the foundation for network discovery, ticket linking, and license compliance.

Asset Types

• Workstations -- Desktops, laptops, tablets
• Servers -- Physical and virtual servers
• Network Equipment -- Switches, routers, firewalls, access points
• Printers & Peripherals -- Printers, scanners, displays
• Mobile Devices -- Phones, tablets under management
• AV Equipment -- Projectors, displays, audio systems, control processors
• Software -- Installed applications tracked per device

Asset Fields

Network Ports & Topology

Network devices have ports that can be tracked individually. ServiceOS stores port-level details including:

• Port name and number
• Speed and duplex settings
• VLAN assignments
• Connected device (discovered via CDP/LLDP)
• PoE status and power delivery

Auto-Discovery with Connect

Instead of manually entering assets, deploy the Connect app at customer sites. It will discover devices via ARP, SNMP, and neighbor protocols, automatically creating and updating asset records.

Chapter 5: Connect: Network Discovery & Remote Commands

Valethon Connect is a lightweight collector application that runs on customer networks. It bridges the gap between your cloud-hosted ServiceOS and the customer's on-premise infrastructure.

What Connect Does

• Network Discovery -- Finds devices via ARP scanning, SNMP queries, CDP/LLDP neighbor tables
• Asset Inventory -- Collects installed software, disk space, user accounts, running services
• Topology Mapping -- Builds network diagrams showing how devices connect
• VLAN Discovery -- Identifies VLAN configurations across switches
• AV Protocol Discovery -- Finds AV devices via NMOS, Dante, PJLink, ONVIF
• Remote Commands -- Executes AD unlocks, PowerShell scripts, reboots from the cloud

Installation

Connect is packaged as a desktop application (Windows, macOS, Linux) built on Tauri. Installation steps:

• Download the installer from your ServiceOS instance
• Run the installer on a machine at the customer site
• Enter the API key generated in ServiceOS (links to specific company/site)
• Connect begins discovery automatically

The Command Queue

When you need to execute a command on a customer network (like unlocking an AD account), ServiceOS doesn't connect directly. Instead:

• You queue a command in ServiceOS
• Connect polls for commands every 10 seconds
• Connect claims and executes the command locally
• Results are reported back to ServiceOS

Supported Command Types

- av_control -- PJLink power, ONVIF PTZ, Extron routing

- rmm_script -- PowerShell, Bash, Python scripts

- rmm_install -- Software installation

- network_scan -- On-demand subnet discovery

- ad_unlock -- Active Directory account unlock

- service_restart -- Restart Windows services

Discovery Sync

Connect syncs discovery data to ServiceOS via the /api/v1/connect/sync/discovery.php endpoint. Data types include:

• Devices (matched to existing assets or created as new)
• Networks and IP addresses
• VLANs and port assignments
• Topology connections (port-to-port)
• WiFi controllers, access points, and clients
• AV services and streams

Chapter 6: Val AI: Your Intelligent Assistant

Val is the AI assistant integrated throughout ServiceOS. There are three Val personas, each with different capabilities and audiences.

Val Personas

Permission Tiers

Val's actions are gated by a 4-tier permission system:

Each tier can be set to auto (execute immediately), suggest (propose for approval), or off (disabled).

Policy Presets

• Observer -- T1 suggest, T2-T4 off. For new customers or high-security environments.
• Assistant -- T1 auto, T2 suggest, T3-T4 off. Balanced default.
• Proactive -- T1-T2 auto, T3 suggest, T4 off. For mature customers with good documentation.
• Autonomous -- T1-T3 auto, T4 suggest. Full trust in automation.

Platform Guardrails

Certain actions are NEVER allowed regardless of tier: deleting backups, disabling security software permanently, exposing credentials. These guardrails are enforced at the platform level.

Chapter 7: Service Contracts & SLAs

Service contracts define your agreements with customers -- what's covered, response times, and pricing.

Contract Types

• Managed Services -- Flat monthly fee, all-inclusive support
• Block Hours -- Pre-purchased hours at discounted rate
• Time & Materials -- Bill as you go at hourly rates
• Project -- Fixed-price project with milestones
• Warranty -- Coverage for specific assets during warranty period

SLA Configuration

Service Level Agreements define response and resolution targets:

SLAs can vary by:

• Company (different customers have different SLAs)
• Contract type (premium contracts get faster response)
• Job type (emergencies vs. general requests)
• Business hours (pause SLA clock outside coverage hours)

SLA Breach Prevention

Workflows can trigger warnings before SLA breach:

• At 80% of response time: Alert assigned tech
• At 90% of response time: Alert tech + manager
• On breach: Escalate to management, add high-priority flag

Chapter 8: Billing & Invoicing

ServiceOS includes billing capabilities that integrate with QuickBooks Online for accounting.

Billing Models

• Recurring -- Monthly/annual contract fees
• Per-Ticket -- Charge per incident
• Hourly -- Bill time entries at configured rates
• Per-Device -- Charge based on managed device count
• Per-User -- Charge based on supported user count
• Hybrid -- Combination of above (e.g., base fee + hourly overage)

Invoice Generation

• Review unbilled time entries and expenses
• Select billing period and customers
• Generate draft invoices
• Review and adjust line items
• Approve and sync to QuickBooks
• Send to customers via email or portal

QuickBooks Integration

ServiceOS syncs with QuickBooks Online via OAuth2:

• Customers sync as QBO Customers
• Invoices sync as QBO Invoices
• Payments received in QBO update ServiceOS
• Products/services mapped between systems

Service Stack

The Service Stack lets you resell third-party services (backup, security, cloud apps) through ServiceOS. Purchases are provisioned automatically and billed through your normal invoicing.

Chapter 9: Workflow Automation

Workflows automate repetitive tasks, ensuring consistent processes and faster response times.

Workflow Components

• Trigger -- What starts the workflow (ticket created, status changed, SLA warning, scheduled time)
• Conditions -- Rules that must be true (ticket type = support, company = Acme Corp)
• Actions -- What happens (assign to tech, send email, update field, create task)

Common Workflow Examples

New Ticket Triage

• Trigger: Ticket Created
• Conditions: Subject contains "urgent" AND job type = Support
• Actions: Set priority High, Assign to senior tech, Send notification

SLA Warning

• Trigger: SLA at 80% of response time
• Conditions: Status = Open (unresponded)
• Actions: Email assigned tech, Email manager, Add flag

After-Hours Routing

• Trigger: Ticket Created
• Conditions: Current time outside business hours
• Actions: Assign to on-call queue, Send SMS to on-call tech

Available Triggers

• Ticket created, updated, closed, reopened
• Status changed, priority changed, assignment changed
• SLA warning (configurable percentage)
• SLA breached
• Note added
• Scheduled (daily, weekly, monthly)
• Asset status changed
• Contract expiring

Chapter 10: Reports & Analytics

ServiceOS provides built-in reports and the ability to create custom reports.

Standard Reports

• Ticket Volume -- Tickets by day/week/month, by company, by type
• Resolution Time -- Average time to resolve by priority, tech, company
• SLA Performance -- Response and resolution SLA compliance rates
• Tech Productivity -- Time logged, tickets closed, utilization rate
• Asset Inventory -- Assets by type, age, warranty status
• Revenue -- Billing by customer, service type, time period
• Customer Satisfaction -- Survey responses and trends

Dashboard Widgets

The dashboard is customizable with widgets showing:

• Open ticket count and aging
• SLA status (approaching breach, breached)
• Today's appointments
• Team availability
• Recent activity feed
• Key performance indicators

Scheduled Reports

Configure reports to run automatically and email to stakeholders:

• Daily: Open tickets summary to managers
• Weekly: SLA performance to leadership
• Monthly: Customer activity reports to account managers

Chapter 11: For AV Integrators: Site Hierarchies

AV integrators manage complex environments with multi-level site hierarchies. ServiceOS supports this natively.

Hierarchy Structure

Company
  +-- Site (e.g., "Madison Square Garden")
        +-- Building (e.g., "Main Arena")
              +-- Floor (e.g., "Level 100")
                    +-- Room (e.g., "Suite 105")
                          +-- Zone (e.g., "AV Zone A")

Each level can have:

• Its own contact information
• Assets assigned to it
• Tickets scoped to it
• Network topology

AV Protocol Discovery

Connect discovers AV equipment using industry protocols:

Project Tracking

AV projects often span months with multiple phases. ServiceOS project features include:

• Project tickets with parent/child relationships
• Milestone tracking with dependencies
• Budget vs. actual hours
• Phase-based billing
• Closeout checklists

Chapter 12: Administration & Settings

User Management

ServiceOS has two user types:

• Admin Users (Technicians) -- Your staff who use the admin interface
• Contacts -- Customer employees who use the helpdesk portal

Admin users have permission levels (1-9) controlling what they can access. Configure role-based access by department or function.

System Settings

• Branding -- Logo, company name, colors
• Email Configuration -- SMTP/OAuth settings for outbound email
• Email Templates -- Customize notification emails
• Dropdown Menus -- Configure options for job types, departments, statuses
• Asset Types -- Define asset categories and fields
• SLA Policies -- Response and resolution time targets
• Business Hours -- Define coverage hours for SLA calculations
• Integrations -- Connect to QuickBooks, RMM tools, etc.

Security Settings

• Password Policy -- Minimum length, complexity, expiration
• Two-Factor Authentication -- Optional 2FA for admin users
• Session Timeout -- Auto-logout after inactivity
• IP Restrictions -- Limit admin access to specific IPs
• Audit Log -- Track all administrative changes

Getting Help

For additional assistance:

- Knowledge Base: valethon.com/resources

- Support: support@valethon.com

- Documentation: docs.valethon.com