# Support
source: https://developer.mastercard.com/merchant-self-services/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.
No. All Merchants must integrate with the Merchant Transaction API. The Merchant Self Services API lets any Merchant with multiple submerchants or sub-brands enter them during during the integration process. On average, you can expect the onboarding process to take between 8 weeks and 4 months. Much of this depends on your available schedule and access to required resources, such as your sandbox environment. Contact [sales@ethoca.com](mailto:sales@ethoca.com) for pricing information. 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)**. These are the key performance requirements every merchant is expected to meet:

* **Response Time:** Sub-second response time is ideal, but no more than 2 seconds per request
* **Average Load:** Single request at a time
* **Peak Load:** 200 transactions per second
After you successfully integrate in sandbox (see the [Reference Application Tutorial](https://developer.mastercard.com/merchant-self-services/documentation/tutorials-and-guides/reference-app-tutorial/index.md)), you can convert your sandbox keys to production. Request Production access for your project, which requires approval from Mastercard and assistance from the [Ethoca Customer Delivery Team](mailto:customerdelivery@ethoca.com).

## Get Help {#get-help}

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

Get Help