# Onboarding Checklist
source: https://developer.mastercard.com/unified-installments/documentation/onboarding-checklist/index.md

This guide outlines the end-to-end process, Service Level Agreements (SLAs), and requirements for moving your Mastercard Installments 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 Installments API.

### Prerequisites {#prerequisites}

* Completed integration and testing in the Sandbox environment with a 100% success rate.

## Step-by-Step Workflow {#step-by-step-workflow}

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

Once you have completed Sandbox testing, execute the required Enrollments Forms.

* **Artifacts needed:** Signed Customer Agreement Form, Business Registration details.
* **SLA:** Contract processing takes 5--7 business days from the time you submit all required artifacts.   

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

### 2. Sandbox or MTF (Mastercard Test Facility) validation (if applicable) {#2-sandbox-or-mtf-mastercard-test-facility-validation-if-applicable}

This step is complete when the Customer Implementation Service (CIS) team has verified your MTF tests.

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

After successful sign-off on Sandbox or if applicable MTF validation, request Production keys through the developer portal.

* **Artifacts needed:** Production Key Request Form, [CSR (Certificate Signing Request)](https://developer.mastercard.com/unified-installments/documentation/api-basics/index.md#authentication) for production certificates, and your application's public IP addresses for allowlisting.
* **SLA:** Technical promotion and approval of production keys takes 3 business days upon submission of the correct artifacts.   

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

This step is complete when Production keys are downloaded from the portal, the activation confirmation email is received, and your application is live using the Production base URL.

## Escalation Paths {#escalation-paths}

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

1. Submit a technical support request using the Get Help button on the [Support](https://developer.mastercard.com/unified-installments/documentation/support/index.md#get-help) page.
2. Contact the [API Consultancy \& Standards Support Team](mailto:API_Consultancy_and_Standards@mastercard.com).
3. If your contract timeframe (5--7 business days) or technical promotion request (3 business days) has exceeded the SLA without resolution, forward your original case to [Integration_Escalations@mastercard.com](mailto:Integration_Escalations@mastercard.com). Include "SLA EXCEEDED" and the original ticket number in the email subject. You will receive an acknowledgment response within 24 hours.