# Support
source: https://developer.mastercard.com/ethoca-consumer-clarity-for-merchants/documentation/support/index.md

## FAQ {#faq}

[Ethoca](https://www.ethoca.com/) is an award-winning provider of collaboration-based intelligence and technology solutions that empower businesses around the world to fight fraud, prevent disputes, and improve the customer experience.

Powered by the ever-growing Ethoca Network, our solutions provide rich intelligence throughout the customer purchase journey and close costly communication gaps between all stakeholders in the payments ecosystem. These include thousands of the world's biggest ecommerce brands, the largest banks, service providers and consumers. For the first time, fraud, customer dispute, and purchase insights are now available and actionable in real time -- delivering significant revenue growth and cost saving opportunities for all.

Ethoca was acquired by Mastercard in April 2019.
On average, you can expect the onboarding process to take between eight weeks up to a few months for a full integration. Much of this depends on your available schedule and access to required resources, such as your sandbox environment. The fields you should make available depend on your organization's type of industry (or vertical). Most fields are related to what was purchased, the cardholder's account, and merchant account information.

There is a minimum set of required fields that you must provide, including:

* Order Number
* Order Date and Time
* Subtotal and Total
* Currency Code
* Product Name   

The full list of required fields can be seen within the [API Reference](https://developer.mastercard.com/ethoca-consumer-clarity-for-merchants/documentation/api-reference/index.md#apis).
Other than the fields that are outlined in your agreement, Ethoca doesn't store transaction data that a merchant provides in response to a request. In addition, Ethoca never stores any merchant's customer info that is considered **Personally Identifiable Information (PII)**. Your organization should use all fields that you have access to in your ecosystem to create your matching logic. You can review all of the fields that can be sent as part of the request at [Order Search Criteria](https://developer.mastercard.com/ethoca-consumer-clarity-for-merchants/documentation/api-basics/common-elements-headers/index.md#order-search-criteria). ​Every request must be accompanied by an API symmetric-key based HMAC signature to avoid transport of secret keys in payload. To mitigate the risk of a replay attack, a time window based signature authorization method is used. An API key ID is supplied with every request along with an HMAC signature.

See [How to Create an HMAC Signature](https://developer.mastercard.com/ethoca-consumer-clarity-for-merchants/documentation/tutorials-and-guides/how-to-create-hmac-signature/index.md) for help in creating your HMAC signature.
These are the key performance requirements every merchant is expected to meet:

* **Response Time:** \< 2500ms
* **Transaction Match Rate:** \> 80%
* **Error Rate:** \< 1%
* **Data Availability:** 13 months of transactional data always available within 24 hours of authorization
* **Timeout Percentage (\> 7 second response time):** \< 1%
* **Uptime:** \~99.7%
* **Average Load:** 100 queries per second (qps)
* **Peak Load:** 200 qps
Consumer Clarity is a global, brand-agnostic service used by many card schemes and issuers around the world. For more specifics about who's on the Clarity network, please contact your Ethoca Account Manager or Ethoca integration contact. When you enroll in First-Party Trust, you can provide compelling evidence through one of two channels: through the Pre-Auth route or through the Pre-Dispute route. The Merchant Transaction API that supports Consumer Clarity is the same API that provides compelling evidence through the Pre-Dispute route.

The performance metrics and requirements for both programs are the same. Through one integration, you can access several different programs and products from Ethoca and Mastercard.

For more information, please see [First-Party Trust Program](https://developer.mastercard.com/product/first-party-trust/)

## Get Help {#get-help}

### Contact us for technical support. {#contact-us-for-technical-support}

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