# Support
source: https://developer.mastercard.com/mastercom/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 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/index.md#dispute-resolution-cycle).

### Onboarding {#onboarding}

See [Quick Start Guide](https://developer.mastercard.com/mastercom/documentation/quick-start-guide/index.md). Mastercard recommends using different client keys for Mastercom and Mastercom Extended. 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.

### Integration {#integration}

No, the Mastercom cutoff times match the current Global Clearing Management System clearing cycle times. For First Chargebacks and Second Presentments, settlement occurs once the chargeback clears into the system. For Case Filing, settlement occurs once the Pre‑Arbitration is accepted or when an Arbitration ruling is issued. For details about the time frame for submitting supporting documentation, refer to the [Chargeback Guide](https://trc-techresource.mastercard.com/r/bundle/m_cbg_en-us/page/d/en-US) in the Technical Resource Center on Mastercard Connect. Refer to the [Mastercom User Guide](https://trc-techresource.mastercard.com/r/bundle/m_cbg_en-us/page/d/en-US) in the Technical Resource Center on Mastercard Connect.

### Performance {#performance}

Mastercom has a timeout set for 120 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 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}