# Onboarding Checklist
source: https://developer.mastercard.com/agent-suite-for-merchants/documentation/tutorials-and-guides/onboarding-checklist/index.md

👉 Replace the sample onboarding phases, SLAs, required artifacts, and escalation contacts with the real commercial, implementation, and production-enablement process for your service.

## Overview {#overview}

This guide outlines the end-to-end process, Service Level Agreements (SLAs), and requirements for moving your integration from the Sandbox environment to Production.

## Prerequisites {#prerequisites}

* Completed integration and testing in the Sandbox environment with a high success rate across the required endpoints.

## Step-by-Step Workflow {#step-by-step-workflow}

### 1. Sandbox testing {#1-sandbox-testing}

* **Entry Criteria:** You have signed up on Mastercard Developers and generated your Sandbox keys.
* **Action:** Build and test your application using the Sandbox endpoints.
* **Exit Criteria:** Your integration successfully executes calls against all required endpoints during your validation cycle.

### 2. Contract signing and agreement {#2-contract-signing-and-agreement}

* **Entry Criteria:** You have completed sandbox testing and are ready to finalize commercial terms.
* **Action:** Execute the required Mastercard customer agreement process for the service.
* **Provided Artifacts needed:** The signed customer agreement form and the applicable business registration details.
* **SLA timeframe:** Contract processing typically takes **5-7 business days** from the time you submit all required artifacts.
* **Exit Criteria:** Contract signed and returned by Mastercard.

### 3. MTF validation (Mastercard Test Facility) {#3-mtf-validation-mastercard-test-facility}

* **Entry Criteria:** Contract signed; MTF project keys generated.
* **Action:** Execute your final integration tests against the MTF environment if the service requires this stage.
* **Exit Criteria:** Successful MTF tests verified by the relevant Mastercard implementation team.

### 4. Technical promotion and Production enablement {#4-technical-promotion-and-production-enablement}

* **Entry Criteria:** Successful sign-off on the required pre-production validation stage.
* **Action:** Request Production keys via the developer portal.
* **Provided Artifacts needed:** The production key request form, CSR (Certificate Signing Request) for production certificates where applicable, and any required public IP addresses for allowlisting.
* **SLA timeframe:** Technical promotion and approval of production keys typically takes **3 business days** upon submission of the correct artifacts.
* **Exit Criteria:** Production keys activated and you are live.

## Escalation Paths {#escalation-paths}

If these SLAs are exceeded or you encounter blockers during onboarding, utilize the following escalation path:

* **Primary Contact Channel:** Contact the [API Consultancy \& Standards Support Team](mailto:API_Consultancy_and_Standards@mastercard.com).
* **Escalation Path for Missed SLAs:** If your contract timeframe or technical promotion request exceeds the documented SLA without resolution, escalate by forwarding your original case to **[Integration_Escalations@mastercard.com](mailto:Integration_Escalations@mastercard.com)**.
* **How to escalate:** Include "SLA EXCEEDED" and the original ticket number in the email subject. You should receive an acknowledgment response within 24 hours.