SILVER TECHNICAL AND SYSTEM SUPPORT is designed to meet the needs of Customers who may have limited number of in-house Technical Specialist/s and would therefore need more onsite support as well as convenient access to real-time phone support. The Silver Technical and System Support Program is likewise designed for Customers who wants to avail of new software product releases as well as technical patches for software product enhancements. Principal Period of Silver Technical and System Support coverage at ABSI Customer Service Desk are: 9:00 AM to 5:00 PM, Mondays to Fridays excluding legal and special holidays. The Silver Technical and System Support Program covers the following:

1. All the services under the BASIC TECHNICAL & SYSTEM SUPPORT;
2. Additional 40-hours Incident Pack, which the CUSTOMER may use for onsite support.
3. Unlimited Real-time Phone Support on a 5 days x 8 hours coverage. Real-time Phone Support maintains that phone-in inquiries and/or Technical and System Incident Reports are routed to the next available technical engineer whenever possible to ensure maximum system stability and uptime. This means that Incident Assessment and Resolution begins on that call immediately. However, should a call or an Incident Report be queued for Call-Back, targeted response times shall be:
   
   

   Priority	Type of Technical and System Incidents	Maximum Telephone Response Time
   1	URGENT (System down/No work-around)	Live Transfer to Support Specialist
   2	SERIOUS (System down/With work-around)	2 Hours
   3	NON-CRITICAL (System is usable with minor problem)	4 Hours
   4	FEATUREINQUIRY/ ENHANCEMENT REQUEST	8 Hours

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