Help when you need it, on site within the hour
A proactive, certified technical team and a dedicated Network Operations Center watch your services 24/7. If something goes wrong, we're already on it.
Three ways to get help fast
Existing clients can contact the help desk by phone, instant messaging or email. Choose whatever is quickest for you.
Phone
Speak directly to a support engineer.
+243 81 81 19 462 Call nowInstant messaging
Chat with the support team. Your messaging contact is shared with you when your service starts.
Details in your welcome packBest for non-urgent requests, changes and documents.
info@afrinet.com Send an emailHave these ready to save time
- 1Your company name and the site concerned
- 2Which service is affected (internet, Wi-Fi, email, server…)
- 3What you see, and since when
- 4A contact person on site and their phone number
Help desk coverage
Depending on your contract type.
Network monitoring by our NOC is 24/7 on every contract.
From your call to a fixed service
Our Guaranteed Intervention Time is one hour, maximum. Here is how that hour is used.
GTI · 60 minutes maximum-
Minute 0
You report the issue
By phone, instant messaging or email. Often our NOC has already spotted it and alerted you.
-
First minutes
NOC diagnosis
Our Network Operations Center checks your circuit and equipment remotely and fixes what it can.
-
If needed
Technician dispatched
Our team is always on standby for physical intervention at your site.
-
Within 1 hour
On-site intervention
A technician is working on your issue within the guaranteed intervention time.
-
After
Resolved & confirmed
Service restored, monitoring confirms it, and you're kept informed by SMS or messaging.
- 1hGuaranteed intervention time
- 99.9%SLA, depending on contract
- 24/7NOC monitoring
- SMSAutomatic alerts
Questions we hear often
Can't find your answer? Our team is one call away.
How do I report a problem?
Call the help desk on +243 81 81 19 462, use the instant messaging channel shared with you when your service started, or email info@afrinet.com. For urgent issues, calling is fastest.
What are the help desk hours?
Depending on your contract, the help desk is available 8 hours a day, 5 days a week (8/5) or around the clock (24/7). Network monitoring by our NOC is 24/7 for every client.
How quickly will a technician intervene?
Our Guaranteed Intervention Time (GTI) is a maximum of one hour. Many issues are diagnosed and fixed remotely by our NOC before a site visit is even needed.
What does the SLA cover?
Our service level agreement commits to 99.9% availability, depending on the type of contract. Your sales contact can explain the level that applies to your services.
Will you tell me if there's an outage?
Yes. Our NOC monitors every circuit 24/7, and automatic alerts are sent by SMS or messaging, often before you notice anything.
Can I see my bandwidth usage?
Yes. You can follow your consumption statistics online, in real time.
How do I upgrade my bandwidth or connect a new site?
Contact our sales team. Our pre-sales engineers will run a feasibility study for the new site or upgrade and send you a proposal. Request a quote.
What is SD-WAN and do I need it?
SD-WAN manages several connections as one network, sending traffic over the best available link. It's ideal if you have several branches or rely on cloud applications. Learn more about SD-WAN.
Where does AfriNet operate?
We're based in Kinshasa with dedicated fiber networks in Kinshasa and Lubumbashi, and we reach sites across the DRC by WiMAX and VSAT. As part of Telecel Group, we also benefit from a footprint across Africa and the UK.
No question matches your search. Ask us directly.