Department of State/Bureau of Consular Affairs

Zolon and State Department: Delivering Exceptional 24x7x365 Tier II & III Application Help Desk Support

Zolon and the State Department provided round-the-clock Tier II & III application help desk support for 6 critical applications. Among these is the Automated Cash Registry System (ACRS), Pay.gov which flawlessly handles $4B in Visa Application fees at 280 Consular Posts worldwide.

Our Overseas Network Support (ONS) team diligently ensures smooth operations for all embassies and consulates worldwide, expertly addressing production hardware issues.
With an impressive average of ~1200 support requests per month, we continuously maintain a remarkable 100% resolution rate. Most incidents are resolved within a 36-hour timeframe, and an impressive 72% are resolved on the very first call, providing swift and efficient solutions.

Our dedication to excellence is evident in the significant reduction of average ticket resolution time by half, enhancing productivity and minimizing downtime.

“The OSaM Support Team continues to not only amaze me but also Dave and Kirit. You are setting a new standard in CA/CST. Keep up the outstanding work.”

Quote from GTM