Question 1

What is Dex?

Accepted Answer

Dex is the world's first Autonomous IT Engineer for Microsoft 365. It is not a chatbot: it investigates the root cause of an IT issue, plans the right sequence of actions, and executes real operations inside Microsoft 365 - without opening a ticket. It lives natively inside Microsoft Teams and Slack, and it autonomously resolves L1 through L3 requests, from password resets to deep troubleshooting and configuration work.

Question 2

What is the difference between Dex Go and Dex Pro?

Accepted Answer

Dex Go is for employees. It replaces the ticket queue with a conversation inside Microsoft Teams and handles things like password resets, MFA issues, SharePoint access, email failures, and onboarding requests. It can only act on the requesting user's own account, never anyone else's.

Dex Pro is for IT admins. It is a web-based console that executes complex admin tasks across Microsoft 365, Google Workspace, Okta, and other SaaS platforms. It acts with the admin's own delegated permissions, shows every action before executing, and supports "Approve Always" for bulk operations.

Question 3

How fast can I be up and running?

Accepted Answer

Minutes, not weeks. Connect your apps, set your policies, brand it, and test everything in a playground environment before you roll it out. There is no long implementation project.

Question 4

Can I try Dex in my own environment before I commit?

Accepted Answer

Yes. You start with $100 in free credit and no credit card is required. Book a demo and we will deploy Dex in your real Microsoft 365 environment within 24 hours, with a dedicated onboarding engineer alongside you. Dex starts resolving real issues from day one.

Question 5

How does pricing work?

Accepted Answer

$1.99 per resolution. No seats to count and no fixed subscription: you only pay when Dex actually resolves an issue. Every account starts with $100 in free credit, and escalations to a human never cost you anything.

Question 6

How does pricing work for MSPs with many clients?

Accepted Answer

The same way: $1.99 per resolution, wherever it happens, across every tenant. Adding a client does not add a fixed cost - it just means Dex has more it can resolve, and you only pay when it does.

Question 7

What happens when Dex can't resolve something?

Accepted Answer

When Dex hits something that needs human judgment, it does not guess. It escalates to a person with the full context of everything it already investigated, and opens a ticket in your ITSM so nothing falls through. Since you only pay per resolution, an escalation never costs you.

Question 8

What kinds of requests can Dex handle?

Accepted Answer

Dex autonomously resolves L1 through L3 work: routine requests like password and MFA resets, access grants, and provisioning, plus deeper Tier 2-3 troubleshooting, configuration, and engineering-adjacent tasks that used to need a senior tech. Only genuine architectural or judgment calls escalate to a human, with full context attached. The target is 90%+ of IT requests resolved autonomously, and Dex uses up to 40 reasoning steps per task - it never gives up on the first error.

Question 9

Which integrations does Dex support?

Accepted Answer

Out of the box: Entra ID, Exchange Online, SharePoint, Microsoft Teams, Intune, and OneDrive on the Microsoft side, plus Google Workspace, Okta, Jira, ServiceNow, Salesforce, and SysAid. Beyond that, Dex Pro can build a new integration to any SaaS platform with a REST API on the fly, mid-conversation: it fetches the API docs, writes the integration, stores the credentials securely, and uses it immediately. Recent releases have added integrations like HubSpot, HaloPSA, DocuSign, Freshdesk, Zendesk, and Zoom - see dex365.ai/changelog for the latest.

Question 10

Does Dex work in Slack as well as Microsoft Teams?

Accepted Answer

Yes. Dex Go lives natively inside both Microsoft Teams and Slack, so employees can talk to it wherever your company works.

Question 11

How does Dex keep my environment safe?

Accepted Answer

Safety is enforced in code, not in the prompt, so a clever prompt cannot talk Dex out of its rules. Every action must match an explicit, structured policy in a six-layer policy engine (Global, Tenant, Target Rules, Department, Action, Runtime) - no policy means no action, blocked at the execution layer. Dex never bypasses MFA and never grants itself admin roles. It acts with delegated permissions rather than a broad app-level API key, every client environment is fully isolated with its own database and encryption keys, you can revoke access at any time, and every action is audited in both the Microsoft 365 logs and Dex's own Activity Log.

Question 12

Is Dex compliant with industry security standards?

Accepted Answer

Dex is built by the team behind SysAid, an established IT software company whose platform is trusted by 3,000+ organizations and millions of users worldwide. The SysAid platform is certified ISO 27001, ISO 27017, and ISO 27018 and is SOC 2 Type 2 compliant, with annual third-party audits, and Dex is built on that same enterprise-grade foundation to those same standards. Dex's own certifications, including SOC 2 Type 2, are currently in process. Dex runs in secure AWS environments with encryption in transit and at rest, role-based access controls, continuous monitoring, and support for SSO and MFA, and it follows GDPR data protection requirements. If your organization has specific compliance requirements, such as HIPAA, email info@dex365.ai and we will walk you through exactly where things stand.

Question 13

Does Dex store my Microsoft 365 data?

Accepted Answer

No. Dex operates with zero data retention: it reads only what it needs to resolve the request, then discards it. What remains is the audit trail of actions taken, in your Microsoft 365 logs and in Dex's Activity Log.

Question 14

Is there full documentation?

Accepted Answer

Yes. Full documentation, architecture details, and technical explanations of how Dex reasons, executes, and maintains security boundaries are at dex365.ai/docs. Product release notes are published continuously at dex365.ai/changelog.

Question 15

Where do I get help or ask a question that isn't covered here?

Accepted Answer

Ask the question box on this page - it answers from Dex's product documentation. For anything it can't answer, email info@dex365.ai and a human will pick it up. You can also join the Dex community on Discord to talk with the team and other admins, and check dex365.ai/changelog to see what has shipped recently.

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