# Onboarding Checklist
source: https://developer.mastercard.com/india-online-dispute-resolution/documentation/onboarding-checklist/index.md

This guide outlines the end-to-end process, Service Level Agreements (SLAs), and requirements for moving your Mastercard IODR 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 Mastercard IODR API. Tip: To build a sample IODR API client and follow the full step-by-step onboarding process, see the [Customer Onboarding Guide](https://developer.mastercard.com/india-online-dispute-resolution/documentation/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. 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 our Sandbox endpoints.
* **Exit Criteria:** Your integration successfully executes calls against all required endpoints with a 100% success rate during your testing cycle.

### 2. Contract signing and agreement {#2-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 Mastercard IODR API --- standard business verification is completed as part of the contract signing process.

* **Entry Criteria:** Sandbox exit criteria signed off --- your integration has passed Sandbox testing with a 100% success rate against all required endpoints.
* **Provided Artifacts needed:** Signed Customer Agreement Form, Business Registration details.
* **SLA timeframe:** Contract processing takes **5-7 business days** from the time that you submit all required artifacts.
* **Exit Criteria:** Contract signed and returned by Mastercard.

### 3. Technical promotion and Production enablement {#3-technical-promotion-and-production-enablement}

* **Entry Criteria:** Successful sign-off on Sandbox validation.
* **Action:** Request Production keys through the [Mastercard Developers](https://developer.mastercard.com/dashboard) portal.
* **Provided Artifacts needed:** Production Key Request Form, [CSR (Certificate Signing Request)](/documentation/api-basics/##client-authorization) for production certificates, and your application's public IP addresses for allowlisting.
* **SLA timeframe:** Technical promotion and approval of production keys 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, 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.