# Onboarding Checklist
source: https://developer.mastercard.com/eligibility-api/documentation/tutorials-and-guides/onboarding-checklist/index.md

This guide outlines the end-to-end process, expected time frames, and requirements for enabling the Benefits Eligibility Service from the sandbox environment to production.

The end-to-end process from Sandbox to Production follows this sequence:

1. **Sandbox Testing Complete** : Validate your integration works correctly against the Sandbox environment. See [Testing](https://developer.mastercard.com/eligibility-api/documentation/testing/index.md)
   * *Entry criteria* : Sandbox credentials generated and a signed first call succeeded (see [Quick Start Guide](https://developer.mastercard.com/eligibility-api/documentation/tutorials-and-guides/guide-quickstart/index.md)).
   * *Exit criteria* : All positive and negative test cases in [Testing](https://developer.mastercard.com/eligibility-api/documentation/testing/index.md) pass, and results are documented for your team's own records.
2. **Submit Production Request** : Provide your CID, ICA and contact details. See [Request Production Access](https://developer.mastercard.com/eligibility-api/documentation/tutorials-and-guides/guide-production-access/index.md)
   * *Entry criteria*: Sandbox Testing Complete exit criteria are met.
   * *Exit criteria* : The production request, with all required artifacts below, has been submitted through the [Production Access Guide](https://developer.mastercard.com/eligibility-api/documentation/tutorials-and-guides/guide-production-access/index.md) and acknowledged by Mastercard.
3. **Legal Contract** : Review and sign the necessary legal agreements.
   * *Entry criteria*: Production Request submitted and acknowledged.
   * *Exit criteria*: Legal agreement is fully executed by both parties. This starts as soon as your Mastercard representative begins the legal review; starting the conversation early (in parallel with Sandbox Testing) reduces overall timeline risk.
4. **Review and Approval** : Your request will be reviewed and approved by the regional representatives.
   * *Entry criteria*: Legal Contract exit criteria are met and all required production artifacts are on file.
   * *Exit criteria*: Regional representative confirms approval in writing (email or portal status change to "Approved").
5. **Production Access Granted** : Once approved, you will receive access to the Production environment.
   * *Entry criteria*: Review and Approval exit criteria are met.
   * *Exit criteria*: Production consumer key and credentials are issued and your Mastercard Developers project status shows "Approved" for the production environment.
6. **Go Live** : Begin using the Benefits Eligibility Service in the Production environment by updating your integration to point to the Production endpoints, `https://api.mastercard.com/loyalty/eligibility`.
   * *Entry criteria*: Production Access Granted exit criteria are met.
   * *Exit criteria*: At least one production request has been sent and validated end-to-end (see the Production Launch Signoff checklist below).

## Expected Time Frames {#expected-time-frames}

|          **Step**          | **Expected Time Frame** |
|----------------------------|-------------------------|
| Sandbox Testing Complete   | 1-2 weeks               |
| Submit Production Request  | 1-2 weeks               |
| Legal Contract Review      | 2-4 weeks               |
| Production Access Approval | 1-2 weeks               |

## Required Production Request Artifacts {#required-production-request-artifacts}

When you submit your production request in [Request Production Access](https://developer.mastercard.com/eligibility-api/documentation/tutorials-and-guides/guide-production-access/index.md), provide the following:

* **CID (Client ID)**: the client identifier issued to your Mastercard Developers project.
* **ICA (Interbank Card Association number)**: your organization's ICA number, provided by your Mastercard representative.
* **Primary and secondary contact details**: name, email, and phone number for the technical owner and a backup contact.
* **Company/legal entity details**: the legal entity name that will be party to the production agreement (required to initiate the Legal Contract step).
* **Intended production use case summary**: a short description of how you will use the Benefits Eligibility Service in production, to support the regional review.
* **Confirmation of completed Sandbox validation**: a summary or link to your documented Sandbox Testing Complete results from step 1.

## Production Launch Signoff {#production-launch-signoff}

Before you move from sandbox to production, complete this signoff checklist:

* [ ] All sandbox validation has been documented and approved.
* [ ] Production credentials have been generated and stored securely.
* [ ] The production endpoint is configured \& verified in your application with the correct base URL.
* [ ] Support contacts and escalation paths are confirmed for the implementation team.
* [ ] The first production request has been validated and monitored for expected behavior.
* [ ] A named owner approves the production launch and confirms the rollout plan.

## Escalation Paths {#escalation-paths}

If your production access is delayed, please reach out to your Mastercard representative or contact the Mastercard Developers support team at [support@mastercard.com](mailto:support@mastercard.com).

* **Primary Support**: Contact your Mastercard representative for any questions regarding your production access request.
* **General API Support** : Reach out via [support@mastercard.com](mailto:support@mastercard.com)
* **Your Mastercard Representative**: If you have an assigned Account Manager, please reach out to them directly for priority escalation. Include your project name, request ID, and any relevant details to help expedite the resolution of your issue.

### When a Step Exceeds Its Expected Time Frame {#when-a-step-exceeds-its-expected-time-frame}

If any step in the Expected Time Frames table above runs longer than its window (for example, Submit Production Request exceeding 1-2 weeks, or Legal Contract Review exceeding 2-4 weeks), escalate in this order:

1. **First contact** : Email your assigned Mastercard representative directly, referencing your project name and the specific step that is delayed. If you do not have a named representative yet, email [support@mastercard.com](mailto:support@mastercard.com).
2. **Next contact (no response within 3 business days)** : Email [support@mastercard.com](mailto:support@mastercard.com) and cc your Mastercard representative, requesting a status update and an updated timeline.
3. **Final escalation (no response within a further 5 business days)** : Ask your Mastercard representative to escalate internally to their regional lead, or request escalation explicitly in your email to [support@mastercard.com](mailto:support@mastercard.com).

Each escalation request should include: your project name, Mastercard Developers project/request ID, the step that is delayed, the date the step was expected to complete, and a brief description of any prior correspondence.