Service Level Agreement


Welcome to Quikk API! This Quikk Services Agreement includes this introduction, the General Terms, Definitions, Services Terms, and incorporated documents and terms (“Agreement”) and forms a legal agreement between Quikk Labs, Inc., a Delaware corporation with its principal place of business at 651 North Broad Street, # 201 Middletown, DE 19709 (“Quikk”, “Quikk API”) and the entity or sole proprietor on whose behalf a Quikk account is created (“User”, “you” and “your”) to receive use of our API platform, data, technology and analytics, or other business services offered by Quikk and/or its Affiliates. This Agreement states the terms and conditions that apply to your use of the Services. This Agreement is effective upon the date you first access or use the Services (“Effective Date” or “Date”) and continues until you or Quikk terminates it (this period, the “Term”).

The following definitions and rules of interpretation apply in this schedule.

1.1. Definitions:

1.2. All initial capitalized terms in this schedule shall have the meaning given to them in the Main Agreement, unless otherwise defined herein.


After onboarding, API access will be granted at our website after a vigorous screening process.

  1. During the Support Period, Quikk shall perform the Support Services during the Support Hours in accordance with the Service Levels.
  2. As part of the Support Services, Quikk shall:
    1. provide Help Desk Support by means of the following e-mail address;
    2. commit appropriate resources to the provision of Higher-Level Support;
    3. where Help Desk Support is not provided within the relevant Service Level response time and the User escalates its Support Request to an individual of appropriate qualification or experience on the Contact List, provide Higher-Level Support;
    4. use Commercially Reasonable Efforts to:
      • correct all Operational Faults notified under Paragraph 6; and
      • mitigate against all Vulnerabilities notified to Quikk or detected by Quikk;
      • provide technical support for the Services in accordance with the Service Levels; and
      • monitor the Quikk APIs on a continuous basis during the Support Hours for Vulnerabilities.
    5. provide technical support for the Services in accordance with the Service Levels; and
    6. monitor the Quikk APIs on a continuous basis during the Support Hours for Vulnerabilities.
  3. Any Higher-level Support requested by the User to be provided by an individual whose qualification or experience is greater than that reasonably necessary to resolve the relevant Support Request shall be deemed an Out-of-scope Service, provided that an appropriately qualified or experienced individual was available at the time when the Higher-level Support was sought.
  4. Quikk, in consultation with the user on the content and billing, may reasonably determine that particular service(s) fall under the Out of Scope Services realm. Upon such determination by both parties, a solution to the particular service(s) agreed to under Out of Scope Service(s) may be provided by Quikk with consent from the user.
  5. The User acknowledges that Quikk is not obliged to provide Out-of-scope Services.

The following are the errors anticipated on the Quikk Portal

Error Solution
Request timed out at STK proxy Mpesa systems faulty, retry.
The element AccountReference is invalid Account provided in reference field is invalid. Maybe you need to shorten Account reference and transaction description to around 10 chars
Organization receiving the payment is unavailable Mpesa could be down, maybe retry?
Invalid Input parameter ‘Prompt message prefix’, length should be less than 94 characters You need to shorten Account reference and transaction description to around 10 chars
No paybill verification data found You are either using the wrong paybill details, paybill is not active or you are using a child paybill.
Duplicate stk callbacks from Safaricom Handle that internally
Error Occurred: Spike Arrest Violation Maybe retry?
No Mpesa STK Prompt Possibly insufficient funds - check mpesa callback
  1. The User may request Support Services by way of a Support Request via WhatsApp and Slack channels that will be provided by Quikk.
  2. Each Support Request shall include a description of the Operational Fault or Vulnerability and, where relevant, the start time of the incident.
  3. The User shall provide Quikk with:
    1. prompt notice of any Faults which it becomes aware of; and
    2. such output and other data, documents, information, assistance and (subject to compliance with all user's security and encryption requirements notified to Quikk in writing) remote access to the User System, as are reasonably necessary to assist Quikk to reproduce operating conditions similar to those present when the user detected the relevant Operational Fault and to respond to the relevant Support Request.
  4. Save for where Quikk reasonably determines that it requires access to the User Site to provide the relevant Support Service, all Support Services shall be provided on an off-site basis (such as over the telephone or by e-mail) from Quikk's office.
  5. The User acknowledges that, to properly assess and resolve Support Requests, it may be necessary to permit Quikk direct access at the User Site to the User System and the User's files, equipment and personnel.
  6. The User shall provide such access promptly, provided that Quikk complies with all the user's reasonable security requirements and other policies and procedures relating to contractors entering and working on the user Site notified to Quikk in writing 48 hours (during working days between Monday to Friday) in advance.
  7. We offer different levels of support to meet different types of needs
Level Time period to initial response
Urgent 30 minutes (during waking hours)
Important 24 hours (during working days)
Semi-Important 48 hours (during working days)

The provision of Support Services on a remote, off-site basis (such as over the telephone or by e-mail) within the Support Period shall not be included in the Support Fees.

Quikk deducts fees automatically through the defined payment structure (e.g. M-Pesa shortcode) on a weekly basis.

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