When a problem occurs the clients must be able to report the incident, problem or request. Viafrica has a phone number and an e-mail address available for these issues. The help-desk will be available from Monday to Friday, from 9:00 to 17:00. The helpdesk will respond within 1 working day after the initial call is received and provide an answer through email within 3 working days. All helpdesk services are based on a best effort basis.

The helpdesk handles calls about:
- hardware issues
- software:
- office (both Microsoft office and open office)
- internet explorer and firefox
- anti virus softwares
- email

To make use of the helpdesk registration is required, the service is free!