FAQ
What is happening to Smartlook?
Over the coming year, Smartlook will gradually wind down as a standalone product. However, the most valuable parts of your experience will continue to evolve within our broader platform: Digital Experience Analytics, part of the Splunk Observability Cloud.
What are the key dates?
- 31 May 2026 – End of Sale (EoS): No new Smartlook subscriptions will be sold.
- 31 August 2026 – End of Contract Renewals: No further renewals or expansions will be sold.
- 31 August 2027 – Last Day of Support (LDoS): End of all remaining Smartlook paid subscriptions (for annual renewals initiated by 31 August 2026).
- 30 September 2027 – Platform Decommissioned: The Smartlook platform will be deactivated; all remaining customer data will be securely deleted, and the platform will be fully decommissioned.
What does End of Sale mean?
End of Sale means that no new paid plans will be available for purchase starting 31 May 2026.
What does End of Contract Renewals mean?
From 31 August 2026, no renewals or expansions for existing accounts will be sold. Any paid Smartlook subscription will terminate at the end of its current plan or its next renewal date.
What does the Last Day of Support (LDoS) mean?
Last Day of Support means that all paid subscriptions will be terminated no later than 31 August 2027. Upon the termination of your paid Smartlook subscription, you will have access to the Smartlook Free plan until 30 September 2027.
What should I expect?
- You may continue using Smartlook until your paid plan ends (after which you may use the free plan until 30 September 2027).
- Once your paid subscription ends, you will still be able to access your data via the free plan until 30 September 2027, subject to the respective free plan limitations.
- Within the Digital Experience Analytics suite inside the Splunk Observability Cloud platform, your go-to Smartlook tools—such as session replay, heatmaps, and funnel analysis—will continue to be available with additional capabilities.
What next steps should I take?
Within your Smartlook account, you should aim to export any data you wish to retain before your paid subscription expires. While you will have access to the free plan until 30 September 2027, please note that this plan carries specific limitations. Reach out to your dedicated Account Manager or contact support@smartlook.com for further information.
Note: Splunk will not be migrating any historical data from the Smartlook platform to Digital Experience Analytics in the Splunk Observability Cloud. You can create a copy of your data using the Smartlook APIs prior to the End-of-Life date. After 31 August 2027, the Smartlook platform will be available in free mode, providing access to some historical data before the account is fully deactivated on 30 September 2027.
Do I need to do anything now?
No immediate action is required; you may continue using Smartlook as usual.
What should I expect in the coming months?
We will provide further details regarding next steps and enhanced offerings as development progresses between 1 May 2026 and 30 September 2027.
When will the new Splunk offer with built-in Smartlook services be available?
The new Digital Experience Analytics in Splunk Observability Cloud is planned for general availability in March 2026. Following this milestone, we will provide detailed information via our blog.
Will my current subscription be automatically transitioned into the new Splunk product?
No, your current Smartlook subscription will not be automatically transitioned.
What will happen to my subscription?
Your paid subscription features will remain available until your paid plan expires, following the End of Contract Renewals date on 31 August 2026 (after which you may use the Free plan until 30 September 2027). After your paid subscription ends, you will still be able to access your account within the free plan limits until 30 September 2027.
When is Smartlook officially ending?
On 30 September 2027, the Smartlook platform will be decommissioned, and all data will be deleted. Paid subscription features will be available until your paid plan ends, followed by access to the Free plan until 30 September 2027.
Will I continue to receive support during the transition?
Yes, we will provide online support until the Last Day of Support on 31 August 2027 and maintain self-support documentation until the platform is fully decommissioned on 30 September 2027.
When is the best time to export data?
We strongly recommend that you export your data before your paid subscription ends, and in any case, no later than 31 August 2027.
Export resources:
What are the benefits of transitioning to the new Digital Experience Analytics solution?
Transitioning to Digital Experience Analytics within the Splunk Observability Cloud platform equips your business with a future-ready solution designed to deliver richer insights and greater operational agility, including:
- Unified enterprise-grade platform: Seamlessly integrated with Real User Monitoring, Synthetics, and other Splunk products, Digital Experience Analytics provides end-to-end visibility by correlating experience insights with broader performance data.
- Comprehensive feature set: Continue to leverage the tools you trust—session replay, conversion funnels, heatmaps, and journey maps—now within a robust and scalable ecosystem.
- AI-powered: Utilise next-generation AI capabilities to automatically surface key trends, detect anomalies, and accelerate decision-making.
- Revamped user segmentation: Benefit from a completely redesigned segmentation engine, enabling deeper and more flexible analysis of specific customer groups and behaviours.
How do I access the new Digital Experience Analytics solution before Smartlook transitions to the ecosystem?
Please reach out to your dedicated Account Manager or email support@smartlook.com.
How can I get assistance with creating Digital Experience Analytics configurations?
Follow these steps and documentation to instrument your mobile and web applications for analysis using Digital Experience Analytics.
I have a question that was not answered in this FAQ. Who should I contact?
Please contact your dedicated Account Manager or email support@smartlook.com if you do not have a Splunk representative assigned to your account. Further details on working with Splunk Support here.
We will continue to communicate as we progress in unlocking the benefits of Digital Experience Analytics in the Observability Cloud. In the meantime, please continue to use your Smartlook platform and reach out if you have any further questions.
