# Onboarding Checklist
source: https://developer.mastercard.com/commercial-connect-api/documentation/onboarding-checklist/index.md

This guide outlines the end-to-end process, Service Level Agreements (SLAs), and requirements for moving your Mastercard Commercial Connect API integration from the Sandbox environment to Production.
Note: The SLA time frames documented on this page apply uniformly across all regions, product tiers, and risk categories. There are no region-specific or product-specific variations for the Mastercard Commercial Connect API.

### Prerequisites {#prerequisites}

* Completed Commercial Express Program enrollment, In Control contract and/or Commercial Direct Program contract.

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

### 1. Sign contract {#1-sign-contract}

Execute the required Mastercard Customer Agreement. No separate KYC or compliance review step is required for the Mastercard Commercial Connect API --- standard business verification is completed as part of the contract signing process.

* **Artifacts needed:** Signed Customer Agreement Form, Business Registration details.
* **SLA:** Contract processing takes 5--7 business days from the time you submit all required artifacts.

This step is complete when the contract is signed and returned by Mastercard.

### 2. Sandbox credentials created {#2-sandbox-credentials-created}

If users are part of the Commercial Express Program, a Sandbox key and credentials are created by the Commercial Express Program team.
If users are not part of the Commercial Express Program, an account manager will open a project with the regional delivery to onboard to Sandbox.

### 3. Sandbox testing {#3-sandbox-testing}

Users need to complete Sandbox testing to proceed to production enablement. For more information about Commercial Connect API Sandbox testing, see the [Quick Start Guide](https://developer.mastercard.com/commercial-connect-api/documentation/quick-start-guide/index.md).

### 4. MTF validation {#4-mtf-validation}

The account manager will open the project for MTF validation. If the integrator is a software partner, MTF validation happens after the issuer is identified.

**SLA:**

* For CEP software partners, 5-7 business days from the time you submit the required artifacts.
* For non CEP software partners, up to 51 business days from the time you submit the required artifacts.
* For issuers, up to 71 business days from the time you submit the required artifacts.

### 5. Production setup {#5-production-setup}

After a successful MTF validation, the regional delivery completes the Production setup.

### 6. Production validation {#6-production-validation}

After successful sign-off on Sandbox or if applicable MTF validation, request Production keys via the developer portal.

* **Artifacts needed:** Production Key Request Form, [CSR (Certificate Signing Request)](https://developer.mastercard.com/commercial-connect-api/documentation/api-basics/index.md#client-authentication) for production certificates, and your application's public IP addresses for allowlisting.
* **SLA:** Technical promotion and approval of production keys takes 6 business days upon submission of the correct artifacts.

Once approved, Production OAuth is available for download from your project dashboard on [Mastercard Developers](https://developer.mastercard.com/dashboard). You will receive an email notification confirming that Production access has been activated for your project.

This step is complete when Production keys are downloaded from the portal, the activation confirmation email is received, and your application is live using the Production base URL.

## Escalation Paths {#escalation-paths}

If these SLAs are exceeded or you encounter blockers during onboarding, use the following channels:

1. Contact your account manager or your regional delivery lead.
2. Submit a technical support request using the Get Help button on the [Support](https://developer.mastercard.com/commercial-connect-api/documentation/support/index.md#get-help) page.
3. Contact the [Mastercard representative](mailto:commercial.support@mastercard.com).
4. If your contract time frame (5--7 business days) or technical promotion request (6 business days) has exceeded the SLA without resolution, forward your original case to **[Integration_Escalations@mastercard.com](mailto:Integration_Escalations@mastercard.com)**. Include "SLA EXCEEDED" and the original ticket number in the email subject. You will receive an acknowledgment response within 24 hours.