# Onboarding Checklist
source: https://developer.mastercard.com/fld-fraud-submission/documentation/onboarding-checklist/index.md

This guide outlines the end-to-end process, Service Level Agreements (SLAs), and requirements for moving your Confirmed Fraud (FLD) integration from the Sandbox environment to Production.
Note: The SLA timeframes 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 Confirmed Fraud API. Note: Confirmed Fraud (FLD) does not have a separate Mastercard Test Facility (MTF) environment. The Sandbox is the test facility used for all integration testing and pre-production validation, so there is no separate MTF validation stage in this workflow. Tip: To build a sample Confirmed Fraud API client and follow the full step-by-step onboarding process, see the [Customer Onboarding Guide](https://developer.mastercard.com/fld-fraud-submission/documentation/customer-onboarding-guide/index.md).

### Prerequisites {#prerequisites}

* Completed integration and testing in the Sandbox environment with a 100% success rate.

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

### 1. Contract signing and agreement {#1-contract-signing-and-agreement}

Once you have completed Sandbox testing, execute the required Mastercard Customer Agreement. No separate Know Your Customer (KYC) or compliance review step is required for the Confirmed Fraud 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. Technical promotion and Production enablement {#2-technical-promotion-and-production-enablement}

After successful sign-off on Sandbox validation, request Production keys through the [Mastercard Developers](https://developer.mastercard.com/dashboard) portal.

* **Artifacts needed:** Production Key Request Form, [CSR (Certificate Signing Request)](https://developer.mastercard.com/fld-fraud-submission/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 **3 business days** upon submission of the correct artifacts.

Once approved, Production OAuth and encryption keys are 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:

* Primary Support: Contact the Customer Support team through Support Case Management on [Connect](https://www.mastercardconnect.com).

* Your Mastercard representative: If you have an assigned Account Manager or Product Enablement contact, reach out to them directly for any priority escalation requests.

* Escalation Path for Missed SLAs: If your contract time frame (5-7 business days) or technical promotion request (3 business days) has exceeded the 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 will receive an acknowledgment response within 24 hours.