Cookie policy change

In the February 2026 release for IRIS Cascade we are making changes to the cookie policy.

Background:

As part of a wider IRIS initiative, Gainsight PX is being reclassified as an essential cookie across all products. This means tracking will be enabled for all users, and previous user-level opt-outs will no longer apply.

Why is this happening?

Gainsight PX is now classified as an “essential analytics” tool. This means it is required for core product functionality—such as in-app walkthroughs, feature usage insights, and session continuity—which are critical for delivering a seamless and secure experience to all users. Under current privacy regulations and our updated compliance framework, essential cookies do not require individual user consent, as they are necessary for the product to function as intended.

What does this mean to me?

All users will now receive in‑app product messages about planned and unplanned downtime so you get timely updates and fewer surprises. In future we will introduce targeted messages for specific user types or when entering particular areas of the application to make communications more relevant.

What about privacy and transparency?

We remain fully committed to privacy and transparency. All data collected via Gainsight PX is handled in accordance with our updated privacy policy, is stored securely within the EU, and is deleted after 12 months. Users will be notified in-app about this change, and we are updating our documentation to reflect the new classification.

What if you have further concerns?

We appreciate that some organisations have previously requested full opt-out. While this is no longer technically possible for essential analytics, we are happy to discuss your specific needs and explore any additional mitigations or clarifications you may require.

Key Points

  • Essential analytics: PX is now required for product functionality, not for marketing or profiling.

  • Compliance: The change aligns with privacy regulations and industry standards.

  • Transparency: All users will be notified, and documentation is being updated.

  • Data handling: Data is stored in the EU and deleted after 12 months.