DRAFT — Internal Review
Support Contract Options
Dzombo Hunting Safaris — Managed Services Tiers
Provider Recommendation
Strategic Recommended for Tier 4 Infiniband + multi-node complexity requires dedicated senior support
Note: All tiers require a mandatory service contract for hardware warranty coverage
Base Tier
$2,999 /month
NAD 51,000/mo @ 17:1
Uptime SLA
99.0%
Response
namedEngineer
On-Site
None
Remote system monitoring — 24/7 automated monitoring of GPU health, temps, storage, network
Incident response — 48-hour response SLA for non-critical issues
Critical incident response — 24-hour response SLA for system-down events
Monthly performance report — System health, utilization, storage, model performance
Software & model updates — Quarterly updates, OS security patches, driver updates
Email support — Unlimited during business hours (Mon–Fri, 8am–6pm EST)
Remote troubleshooting — Included
Mid Tier
$4,999 /month
NAD 85,000/mo @ 17:1
Uptime SLA
99.5%
Response
namedEngineer
On-Site
1 on-site visit / quarter
Everything in Essential, plus:
Incident response — 8-hour response SLA for all issues
Critical incident response — 4-hour response SLA for system-down events
Bi-weekly status call — 30-min video call every two weeks with account lead
Quarterly optimization — Performance tuning, model refresh, storage optimization
Phone + chat support — Direct line, extended hours (Mon–Sat, 7am–9pm EST)
Priority model deployment — New models deployed within 48 hours of request
Bi-weekly performance report — Detailed report every two weeks
RECOMMENDED
$7,999 /month
NAD 136,000/mo @ 17:1
Uptime SLA
99.9%
Response
seniorEngineers
On-Site
Remote + 2 on-site visits/year + 2 virtual quarterly reviews
Everything in Professional, plus:
Dedicated account manager — Named contact, available by phone/WhatsApp
Critical incident response — 2-hour response SLA for system-down events
Weekly status call — 30-min video call every week
On-site visits — 2 on-site visits/year (travel included) + 2 virtual quarterly reviews
Priority model deployment — New models deployed within 24 hours
AI strategy advisory — Quarterly 90-min strategy session
Custom model fine-tuning — Up to 2 LoRA projects/quarter (~$5K/project additional)
Advanced analytics dashboard — Real-time dashboard for client leadership
Annual hardware health assessment — Full inspection and replacement recommendations
Hardware Warranty
Active Managed Services
Robbies Robotics manages all manufacturer warranty claims (NVIDIA, Apple, Supermicro, etc.) on Dzombo's behalf. Software updates and OS security patches remain covered.
Agreement Termination
If Dzombo terminates the managed services agreement: warranty documentation transferred to client; Robbies Robotics no longer responsible for claims; Dzombo assumes full hardware maintenance responsibility.