People shop for managed IT by comparing a list of tick boxes. Monitoring, patching, helpdesk, reports. Those words fit on any website, including this one. The agreement is where they have to mean something.
Hours first. ECOMX office hours are Monday to Friday, 08:00 to 16:30, in Pretoria and Sandton. After-hours is a different product. If a contract whispers '24/7' and the price is a single helpdesk seat, ask who answers at 22:00 and what they are allowed to reboot.
Systems next. A response target for a downed server is not the response target for a new mouse. Write the list of systems that are in the agreement. The 98.9% uptime figure on our homepage is what has been delivered on measured agreements. It is not a slogan you can paste onto a network we have not seen.
Exclusions save arguments. Line-of-business software from a vendor who will not give us access. The building's electrical board. A fibre outage in the street. We will help you shout at the right people. We should not pretend we are the fibre provider.
Red flags we see in other people's contracts, and try not to write into ours: unlimited on-site visits with no definition of on-site, backups included but restores billed as projects with no test, and a three-year term that cannot be read by the person signing it.
If you want this looked at against your current setup, ask for a support conversation and send the contract you have. A health check of the network can happen in the same week. It is a better start than a feature grid.