Support Centre

Our standard support hours are Monday to Friday, 8:30 AM to 6:00 PM (GMT). For clients with premium SLAs, we offer 24/7 support including weekends and public holidays. Emergency support for critical system failures is available around the clock for all clients with active maintenance contracts.

You can report a fault by submitting a ticket through the support form on this page, calling our helpdesk at +233 (0)558 519839, or emailing support@virtualsecurityafrica.com. Please include your site name, system type, a description of the issue, and any error messages. Our team will acknowledge your ticket within 30 minutes during business hours.

Yes, we offer structured preventive maintenance programmes for all our installed systems. Plans include scheduled site visits, system health checks, firmware updates, cleaning, and proactive replacement of failing components. Maintenance contracts also include priority response times and discounted labour rates for any repairs.

In many cases, yes. If your existing system uses equipment from one of our technology partners (such as Hikvision, Dahua, ZKTeco, or Honeywell), our engineers can provide support, maintenance, and upgrades. We will conduct an initial assessment to evaluate the system and provide a support proposal.

For critical system failures affecting security operations, our target response time is within 4 hours for clients in major metropolitan areas. Remote diagnostics can often begin within 30 minutes of receiving your support ticket. Response times may vary for sites in remote locations — we will confirm specific SLAs during your maintenance contract setup.