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Gainsight Inc.

Transition Guide for Exiting PX Customers

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This article explains the steps that need to be performed to uninstall Gainsight PX from your application post end of contract. 

Overview

We regret to see you part ways with Gainsight PX. To ensure a smooth transition and maintain compliance, there are a few steps you need to follow for a successful decoupling. 

IMPORTANT: 

  • Failure to complete the uninstallation  steps may result in your application continuing to transmit usage and other data to Gainsight PX until the decoupling is fully executed.
  • If you are a customer of both Gainsight PX and Gainsight CS and are using the Gainsight-provided S3 bucket, note that discontinuing your use of Gainsight CS while continuing to use Gainsight PX will result in the loss of all data stored in the provided S3 bucket.

To completely remove PX: 

  1. Uninstall the PX Tag from your SDK
  2. Delete the Product from Gainsight PX

Uninstall the PX Tag from your SDK 

The first step to uninstall PX requires you to remove the PX Tag code and Identify code from your SDK. This step is crucial to ensure that your application stops sending any usage data to Gainsight PX. 

Note: You may require assistance from your web developer for this part. 

The PX Tag and Identify codes are usually installed to the <head> section of your web application (or website),  as close to the opening <head> element as possible and below any dataLayer=[{...}] declarations. For more information on the PX Tag and Identify code, refer to the Install Gainsight PX on Your Web App article. 

Delete the Product from Gainsight PX

Once you have removed the PX Tag code and Identify code, the next step is to remove the product tag added in PX. 

IMPORTANT: Deleting a product tag is a permanent action that erases all associated data across Engagements, Analytics, Product Tree, KC Bot, and all other product areas of PX. This action cannot be undone or reversed. Once the data is deleted, it cannot be retrieved. Gainsight recommends proceeding with caution. Consider all potential impacts on your data and system functionality, before deleting a product tag. 

To remove the product:  

  1. Navigate to the Products page. 
  2. Select the product you wish to remove from PX. 
  3. Click the More... icon next to the product name.
  4. Click the Delete icon. A warning appears to notify you of the impact. 
  5. Click the Delete button to proceed removing the product tag and erasing all the corresponding data.

A warning popup indicating that the action of deleting the product is permanent and cannot be undone.
 

Verify the Uninstall

Once you have removed the PX Tag, Identify code, and product tag, use Dashboard to confirm that your application is no longer connected to PX. A successful uninstall will be evident by a noticeable drop in analytics in the Events Recorded widget on the Dashboard.