# Support
source: https://developer.mastercard.com/mastercom-extended/documentation/support/index.md

## FAQ {#faq}

### General {#general}

The [Mastercom API](https://developer.mastercard.com/mastercom/documentation/) consists of endpoints used by issuers and acquirers to manage disputes for cleared Dual Message System original transactions. The [Mastercom Extended API](https://developer.mastercard.com/mastercom-extended/documentation/) consists of endpoints used by issuers and acquirers to manage disputes for cleared Single Message System original transactions.

In the future, Mastercard will enhance the Mastercom Extended API with new endpoints to include additional functionality. The Mastercom Extended API will eventually replace the Mastercom API.

The Mastercom API is referred to as Mastercom V6 throughout this documentation site.
Customers in India can manage their domestic (Single and Dual Message) transaction disputes and cross-border (Single Message) transaction disputes using the Mastercom Extended API. Customers in India with domestic transaction disputes must use the India domain names to submit their API calls.

Global customers will continue to use Mastercom Extended API to manage Single Message transaction disputes.

|      Customer      |                    Single Message                     |                                 Dual Message                                  |
|--------------------|-------------------------------------------------------|-------------------------------------------------------------------------------|
| India domestic     | <https://dispute.mastercard.co.in/mastercom-extended> | <https://dispute.mastercard.co.in/mastercom-extended>                         |
| India cross-border | <https://dispute.mastercard.com/mastercom-extended>   | [Mastercom V6 API](https://developer.mastercard.com/mastercom/documentation/) |
| Global             | <https://dispute.mastercard.com/mastercom-extended>   | [Mastercom V6 API](https://developer.mastercard.com/mastercom/documentation/) |

For further information, refer to [AP 12116.1 Mastercom Extended for Issuers and Acquirers in India](https://trc-techresource.mastercard.com/r/bundle/m_an12116_en-us/page/d/en-US/) in the Technical Resource Center on Mastercard Connect.
Refer to the Technical Resource Center on Mastercard Connect for production dates by region.
> * [US 8733.6 Migration of Single Message System Dispute Processing into Mastercom](https://trc-techresource.mastercard.com/r/bundle/m_AN8733_en-us/page/d/en-US/)
> * [LAC 10231.3 Migration of Single Message System Dispute Processing into Mastercom](https://trc-techresource.mastercard.com/r/bundle/m_an10231_en-us/page/d/en-US/)
> * [MEA 10740.3 Migration of Single Message System Dispute Processing into Mastercom](https://trc-techresource.mastercard.com/r/bundle/m_an10740_en-us/page/d/en-US/)
> * [AP 11197.3 Migration of Single Message System Dispute Processing into Mastercom for the Asia/Pacific Region (excluding India and Indonesia)](https://trc-techresource.mastercard.com/r/bundle/m_an11197_en-us/page/d/en-US/)
> * [CAN 10801.3 Migration of Single Message System Dispute Processing into Mastercom for the Canada Region](https://trc-techresource.mastercard.com/r/bundle/m_an10801_en-us/page/d/en-US)
Settlement occurs when a switch completes processing of the dispute event. The dispute resolution cycle includes:  
> * First chargebacks
> * Representments
> * Pre-arbitration and arbitration cases
> * Pre-compliance and compliance cases   
>   For more information about the dispute resolution cycle, see [Dispute Resolution Cycle](https://developer.mastercard.com/mastercom/documentation/getting-started/#dispute-resolution-cycle).

### Onboarding {#onboarding}

See [Getting Started](https://developer.mastercard.com/mastercom-extended/documentation/index.md#getting-started). Mastercard recommends using a different client key for Mastercom Extended. Review [Credential Management](https://developer.mastercard.com/platform/documentation/credential-management/). Customers are responsible for tracking API key expiration to prevent unexpected API failures. API keys expire every 13 months. To ensure continuity, customers should subscribe multiple users to key life cycle notifications, including expiration alerts. The key owner or an administrator may grant access to additional users under the same key.

Refer to [Credential Management](https://developer.mastercard.com/platform/documentation/credential-management/) for additional information.

### Policy {#policy}

Yes, all of our APIs are PCI compliant. The throttling policy is as follows: 150 requests per second.

### Performance {#performance}

The timeout for Mastercom Extended is set to 15 seconds.

### Support {#support}

When you request access to this service, you are connected with a regional Mastercard representative who provides further information about the Mastercom Extended program and guides you through the registration and eligibility requirements. When you are ready for program implementation, you are assigned a Mastercard Delivery Manager who guides you through implementation.

## Get Help {#get-help}

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