Can I cancel mid-contract?

There is no self-service cancellation. Mid-contract termination requires direct negotiation with your Customer Success Manager or Account Executive. Multi-year contracts may include early termination penalties — review your contract terms before requesting cancellation.

Will I receive a refund if I cancel early?

No public refund policy exists. Enterprise contracts are typically non-refundable for the committed term. Contact your CSM to discuss any options, but expect no automatic refund for prepaid periods.

What happens to my data after cancellation?

Historical trace, span, log, and metrics data stored in Lightstep cannot be exported and will be permanently lost when access ends. Dashboards, alert configurations, and saved queries are also not portable. Export anything you need before cancelling.

Can I reactivate my account after cancelling?

Lightstep (ServiceNow Cloud Observability) reached End of Life on March 1, 2026. The service is being shut down and no new signups or reactivations are expected. ServiceNow has not announced an equivalent replacement product on their platform.

Is there a free tier I can downgrade to instead of cancelling?

A free developer plan previously existed, but given the product's EOL on March 1, 2026, downgrading is not a viable long-term alternative. The service is being discontinued entirely.

Is there a migration path to another ServiceNow product?

No. ServiceNow has explicitly stated there is no equivalent replacement on their platform. They have identified one unnamed preferred partner vendor that offers white-glove migration assistance — ask your CSM for details.

How to Cancel Lightstep (ServiceNow) (2026)

Lightstep (ServiceNow) plans start from $0.00/month. Follow our 6-step guide to cancel your subscription in about 10 minutes — with tips to avoid retention offers.

Updated: April 2026

from $0.00/month

(≈ €0.00)

Hard

Estimated Time:10 minutes

Cancel Method:Email

Locate your ServiceNow account representative

Lightstep (now ServiceNow Cloud Observability) has no self-service cancellation. Locate the contact details for your assigned Customer Success Manager (CSM) or Account Executive — check your original contract, onboarding email, or the 'Help' section inside the app at app.lightstep.com.

Log in to the app and note your contract details

Sign in at https://app.lightstep.com/signin. Go to your Organization settings to confirm your current subscription plan (Subscription Unit Plan or Active Service Bundle Plan), billing cycle, and contract end date before reaching out.

Export any data you need

Before cancelling, manually export dashboards, alert configurations, and any saved queries — historical trace, span, and metrics data stored in Lightstep cannot be exported and will be lost upon cancellation. There is no official data export tool.

Contact ServiceNow support or your CSM

Email LS-Support@ServiceNow.com with your organization name, account ID, and cancellation request. Alternatively, open a support case at https://support.servicenow.com referencing 'Cloud Observability / Lightstep billing cancellation'. If you have an assigned CSM, contact them directly.

Request written confirmation of cancellation

Ask ServiceNow to confirm the effective cancellation date and any remaining obligations in writing via email. For multi-year enterprise contracts, your Account Executive may need to be involved to negotiate early termination terms.

Redirect your OpenTelemetry instrumentation

Update your OpenTelemetry Collector configuration to point to your new observability provider. Lightstep collectors use specific endpoints (e.g. ingest.lightstep.com) that will stop working after cancellation.

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FAQ

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