# Onboarding checklist
source: https://developer.mastercard.com/presentment/documentation/tutorials-and-guides/onboarding-checklist/index.md

## Overview {#overview}

This checklist outlines the end-to-end process, Service Level Agreements (SLAs), and requirements for moving your integration from the Sandbox environment to Production.

## Prerequisites {#prerequisites}

* Complete integration and testing in the Sandbox environment with a 100% success rate.
* Confirm that your Mastercard Test Facility (MTF) environment has been provisioned and is ready for testing. MTF is a Mastercard production-like, connected environment to allow customers to perform testing as if they were live with Mastercard.
* Work with your assigned Customer Implementation Services (CIS) representative to complete MTF setup and verify environment readiness before beginning testing activities.
* Ensure that all required API credentials, test data, and testing requirements have been provided before starting MTF testing.

Tip: For additional information, refer to the **Implementation milestone plan** , **Roles and responsibilities** , and **Testing** sections of the [Offers for Publishers Product Guide](https://trc-techresource.mastercard.com/r/bundle/m_offpub_en-us/page/d/en-US/znz1741024499656.html). Access to the guide requires Technical Resource Center access through Mastercard Connect and valid login credentials.

## Workflow {#workflow}

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

Once you complete Sandbox testing, execute the required Mastercard Customer Agreement. No separate Know Your Customer (KYC) or compliance review is required for the Offers for Publishers API, as standard business verification is conducted during the contract execution process.

* Artifacts needed: Signed Customer Agreement Form, Business Registration details.
* SLA: Contract processing takes five to seven business days from the time that you submit all required artifacts.

<br />

This step is complete when the contract is signed and returned by Mastercard.

### 2. MTF validation {#2-mtf-validation}

After the contract is signed and your MTF project keys are generated, execute your final integration tests against the MTF environment.   
This step is complete when the CIS team has verified your MTF tests.

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

After successfully completing Sandbox testing and MTF validation, request Production keys through the developer portal.

* Provide the following artifacts with your request:
  * Production Key Request Form
  * Certificate Signing Request (CSR) for Production certificates
  * Public IP addresses for your application to support allowlisting
* SLA: Production key approval and technical promotion are completed within three business days after all required artifacts are submitted and validated.

<br />

After approval, Production OAuth and encryption keys become available for download from your [Mastercard Developers](https://developer.mastercard.com/) project dashboard. You will also receive an email confirming that Production access has been activated for your project.

This step is complete when you have downloaded the Production keys, received the activation confirmation email, and successfully deployed your application using the Production base URL.

## Escalation paths {#escalation-paths}

If these SLAs are exceeded or you encounter blockers during onboarding, use the following channels.

|                                                                       Support channel                                                                       |                                                                                                                                                                        When to engage                                                                                                                                                                        | Support level |
|-------------------------------------------------------------------------------------------------------------------------------------------------------------|--------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|---------------|
| Product Delivery Team                                                                                                                                       | During the implementation and onboarding phase for issue resolution. This contact is assigned during project initiation.                                                                                                                                                                                                                                     | Primary       |
| [API Consultancy \& Standards Support Team](mailto:API_Consultancy_and_Standards@mastercard.com)                                                            | When additional guidance is needed and the issue cannot be resolved through Product Delivery.                                                                                                                                                                                                                                                                | Secondary     |
| Technical support request using the **Get Help** button on the [Support](https://developer.mastercard.com/presentment/documentation/support/index.md) page. | After go-live and project completion for issue resolution.                                                                                                                                                                                                                                                                                                   | Primary       |
| [Integration Escalations](mailto:Integration_Escalations@mastercard.com)                                                                                    | If your contract time frame (five to seven business days) or technical promotion request (3 business days) has exceeded the SLA without resolution, forward your original case to the Integration Escalations team. Include "SLA EXCEEDED" and the original ticket number in the email subject. You will receive an acknowledgment response within 24 hours. | Escalation    |

## Next steps {#next-steps}

Continue with the documentation that matches your next task:

* [Code and Formats](https://developer.mastercard.com/presentment/documentation/code-and-formats/index.md) for the complete list of response codes, reason codes, and formatting rules
* [Support](https://developer.mastercard.com/presentment/documentation/support/index.md) section to access frequently asked questions and access technical support