Frequently asked questions

STLabs is an AI service management platform that resolves employee requests end-to-end, grounded in a living model of the enterprise. Our agent works with context about the people, systems, services and policies that define how your organization runs. Requests that used to take days of back-and-forth resolve in minutes, right where employees already work.

AI service management is service management for IT and other internal teams in which AI agents resolve employee requests themselves, and people handle the requests the agents hand off. The agents work from live context about the company's people, systems and access, so they can take action instead of only answering questions.

STLabs is an AI service management platform. Our agent answers employee questions, runs approved workflows and brings in your team when a person needs to step in, using context from Axiom.

STLabs includes a full service desk with tickets, incidents, requests, a knowledge base, SLAs and workflows, plus visibility into assets, apps and access through Axiom. You can run your entire service desk in one platform, with AI, automation and company context built in.

Our AI agent resolves requests inside that same platform. Teams start in IT and can extend to HR, Facilities, Finance and Legal without adding another tool.

The same AI agent, workflows and Axiom graph extend beyond IT to HR, Facilities, Finance and Legal, so every team works from one platform and one source of truth.

HR teams can manage onboarding, offboarding and everyday employee requests. Legal teams can handle contracts, approvals and policy workflows with an audit trail.

STLabs is designed for organizations that need to manage employee requests across multiple teams and connected systems. Axiom stays accurate whether a company has hundreds of entities or hundreds of thousands, and it was designed to scale alongside your organization as your people, devices, apps and accounts grow.

Keeping a CMDB accurate gets harder as a company grows, which is the problem Axiom was built to solve. For larger enterprises, STLabs also offers granular role-based access control, audit log streaming and export, sandbox environments, retention controls, custom MSA and DPA review, and a dedicated success manager with priority support.

Workflow automation in STLabs combines plain-English creation and iteration, context from Axiom, and policies that govern what can run. Your team can describe an outcome, build and refine the workflow through conversation, and have it carry out tasks across connected tools.

Axiom brings in context about the people, devices, apps, and access involved, so workflows can account for the employee’s situation and your company’s rules. Self-healing integrations adapt when upstream APIs change, helping keep those workflows running as your tools evolve.

That means less time gathering information, switching between tools, maintaining connections, and making changes manually, with a clear record of what ran and what happened.

Workflow Builder makes it easy to turn a plain-English description into a working workflow. Describe what you want to accomplish, and our agent builds the steps using your connected tools. You can refine the workflow through conversation, ask questions about how it works, and review it before publishing. Your team can build and maintain workflows without writing the code themselves.

Workflows in STLabs can complete tasks end to end across your connected tools, from granting software access to updating accounts. Once configured and any required approvals are met, our agent carries out the steps without an operator making each change manually. Your team can turn repetitive tasks into repeatable automation, with policies governing execution and a record of each run.

Policies define the rules workflows must follow, while permissions control who can run them. Your rules can allow a request, block it, or require approval based on the conditions your team sets. These checks let you automate routine work confidently while keeping control over sensitive actions and changes across your systems.

You can require approval before a workflow runs and define who needs to approve it. Rules can apply different approval requirements to different requests, so routine work can proceed automatically while sensitive actions receive a person’s review. When approval is required, the workflow waits for the required decision before taking action.

You can review and edit workflows in plain English through STLabs Workflow Builder. Ask our agent to explain the steps, describe what you want to change, and review the updated workflow before publishing. Your team can also inspect the underlying code and restore an earlier version as a draft. This makes it easy to keep workflows aligned with how your organization works.

Run history shows what completed, where the workflow failed, and the error details, giving your team clear context to investigate. Recovery guidance helps identify next steps, such as reconnecting a tool whose credentials have expired. Together, that context and guidance help your team understand what went wrong, address the cause, and get the workflow running again.

Axiom is the live graph at the center of STLabs. It maps your company's people, devices, apps and access, and how they connect, and it updates continuously from your identity, HR, device management and cloud tools.

Our agent uses Axiom to answer questions like "Who has access to production databases?" Axiom also shows what a change will affect before it's made, and it flags non-compliant devices and expiring certificates. Your team can query Axiom, build on it or connect your own AI agents to it.

Axiom connects to the tools you already use, such as your identity provider, HR system, device management and cloud accounts, and builds a graph from what it finds. Each person, device, app and account becomes a record, and Axiom keeps track of how they relate: who owns what, who reports to whom and what talks to what.

Every fact in Axiom records which system it came from, when it was observed and how confident Axiom is in it, so any answer can be traced back to its source. Before our agent runs a workflow, it follows these connections to see what depends on the thing it's about to change.

Axiom updates itself from your integrations, while a traditional configuration management database (CMDB) depends on people updating records by hand. Because Axiom stays current on its own, the data our agent works from doesn't go stale.

Axiom also stores relationships directly. When your IdP, MDM and endpoint security tools each know the same person or laptop by a different ID, Axiom keeps one record with every ID attached. Following those connections, STLabs can trace tickets about a slow app, an unreachable file share and VPN drops back to one firewall rule change.

Axiom syncs in real time with your connected systems. When someone joins, changes roles or leaves, or a device or app changes, it picks up those changes automatically, so nobody has to update the records by hand.

Axiom shows what a change will affect before it goes live, which we call the blast radius. It follows the connections between people, devices, apps and access to find everything that depends on the thing you're changing.

Our agent runs the same check before every workflow, so risky changes are flagged before they break something.

STLabs connects to more than 90 tools across 11 categories, including ServiceNow, Jira Service Management, Freshservice, Okta, Microsoft Entra ID, Workday, AWS, Jamf, Intune, CrowdStrike, Datadog, PagerDuty, Slack and Microsoft Teams. A connector framework supports tools without a ready-made connector, including ones you built yourself.

The 11 categories are ticketing and ITSM, identity and access, HR, cloud, network, security, device management, observability, incident management, collaboration and business applications.

STLabs differs from traditional ITSM tools in four main ways:

• Our AI agent resolves requests itself, and your team handles the ones it hands off.
• Axiom builds its records of people, devices, apps and access from your integrations, so there's no CMDB to maintain by hand.
• There's no months-long implementation. Discovery starts the day you connect your first integration, and the agent is resolving requests within the first week.
• Workflows are described and changed in plain language and saved as versioned code you can review and roll back.

If your organization isn’t ready for a full-scale change today, you don't have to switch all at once. STLabs can run alongside your current platform, then take on more automation and replace the old tool completely when your team is ready.

Discovery starts the day you connect your first integration, and our agent can begin resolving requests within the first week. Axiom builds your company’s context from the tools you already use, with no CMDB to populate by hand or required professional services package.

STLabs requires minimal ongoing maintenance. Axiom keeps itself current from your connected systems, so there's no CMDB to update by hand. Integrations adjust when a connected tool's API changes.

Workflows are saved as versioned code, so any change can be reviewed and rolled back.

STLabs automatically retries temporary sync errors, saving your team from restarting syncs manually. When a connection needs your attention, clear status indicators help you see what needs fixing, such as renewing credentials or updating permissions. You can also see when information last synced, giving your team visibility into how current it is while the connection is restored.

Our agent answers each employee using only the information that employee is allowed to access. When an AI assistant connects to STLabs through our MCP server, it signs in as the user and can only see and do what that user already could. Each company's data is also kept separate from every other company's.

STLabs' SOC 2 Type II audit is underway, with controls in place and the observation period in progress. The platform runs on cloud providers that hold SOC 2, ISO 27001 and FedRAMP certifications; those certifications are the providers', not STLabs'.

We encrypt data in transit (TLS 1.2 or higher) and at rest (AES-256), keep each customer's data separate, and have third-party firms run regular penetration tests.

STLabs supports single sign-on (SSO) with SAML 2.0 and user provisioning with SCIM.

STLabs stores customer data on Amazon Web Services (AWS) in the United States, or in EU regions if you choose that on your order form. Data is encrypted in transit and at rest, and each customer's data is kept logically separate from every other customer's.

Database backups are encrypted and kept in a separate region. See the full subprocessor list.

STLabs notifies affected customers within 72 hours of confirming a security incident that affects their data. The response follows a written plan that covers detection, containment, removing the cause, recovery and a review afterward.

You can report a vulnerability to security@stlabs.com.

After your STLabs contract ends, you have 30 days to export your data. After that, we may delete it under our retention policy.

STLabs is priced per employee per year, with plans starting at $5,000 annually. There are three plans:

• Core ($100 per employee per year): the full service desk, Axiom and our AI agent with unlimited resolutions. Every customer starts here.
• Growth ($150 per employee per year): everything in Core, plus Access Lifecycle, which automates onboarding and offboarding access, just-in-time access and access reviews.
• Scale ($200 per employee per year): everything in Growth, plus SaaS Spend Management, which finds and reclaims unused licenses, tracks renewals and detects shadow apps.

Larger organizations with advanced requirements can get custom Enterprise pricing. See the full comparison on the STLabs pricing page.

STLabs charges per employee because its value grows with the whole organization. Our agent helps every employee, and Axiom connects the people, devices, apps, and access relationships that give it context.

One per-employee price covers the people providing support and those receiving it, with no separate agent-seat charges or metered fees for AI usage or resolved tickets. As our agent uses richer context to take more work off your team’s plate, you get more value without paying extra for each request it handles.

AI resolutions, discovery and implementation are all included in the STLabs per-employee price. There's no meter on AI resolutions, no charge for discovery at any number of entities, and no services package to buy.

Headcount growth above your committed employee count is reconciled at renewal, or pro rata for large jumps.

STLabs offers a 60-day guarantee. If our agent isn't resolving a meaningful share of your requests on its own after 60 days of working real tickets, you can walk away with no fee and no lock-in, and your data leaves with you.

You can reach STLabs at hello@stlabs.com or +1 (877) 5-STLABS (578-5227). Security questions and vulnerability reports go to security@stlabs.com, and privacy requests go to privacy@stlabs.com.

The office is at 2 Penn Plaza, Suite 24D, New York, NY 10121. To see the platform running on your own tools, book a demo.

You can reach STLabs support through our contact form, by email at hello@stlabs.com or by phone at +1 (877) 5-STLABS (578-5227). Enterprise customers also get a dedicated success manager and priority support with response-time SLAs.

You can book an STLabs demo. The demo is a 30-minute, hands-on working session with the people who build the product.

Before the call, Axiom maps your own tools. During the call, we resolve one of your hardest workflows live, such as offboarding, an access request or a recurring incident.