The questions we're asked most often
All the answers in one place, organised by topic. You'll also find the answers about each service on that service's page.
Who we are and how we work
Is the first call free?
Yes, the initial forty-five minutes are free of charge. What we charge for is structured consultancy, which involves real technical work: €480 + VAT for half a day, with a final analysis report. If a project then follows, that amount is deducted from the quote.
Will we start getting sales calls after the first call?
No. If, at the end, there's no useful work for us to do together, we'll tell you and that's the end of it.
What are your response times?
They depend on severity. With the monthly fee or prepaid hours, requests are picked up within 8 working hours, even during company closures. Urgent issues, opened as a ticket from the NinjaOne portal, are picked up within 30 minutes: the first response is immediate and remote and, if that's not enough, we come on site.
If we switch providers one day, what do we take with us?
Everything that's yours: data, configurations and documentation, in standard formats. For your infrastructure, we hand over diagrams, credentials and configurations; your website is yours, code included. In software projects, the technology the solution is built on remains ours and you're granted the right to use it for the duration of the service: we put this in writing.
Can monitoring see what employees are doing?
No. The tool collects technical data on the state of the machines: disks, updates, services, backups. It isn't meant for monitoring people, and we don't use it for that.
What does PCDUE do?
PCDUE is a Milan company, founded in 2001, with 20 people. It is the technology partner for SMEs and professional firms: IT support, cybersecurity, custom software and the AI products MyBot, MyVoice Accolgo, MyVoice Rispondo and MyQR. It works on site in Milan and Lombardy, and remotely elsewhere. Phone +39 02 8127 9614, email info@pcdue.com. It does not manufacture hardware and it does not work for private individuals.
Why one partner instead of separate suppliers?
Because when something stops working, there's nobody to pass the buck to. If your business software won't start, it's not up to you to work out whether the network, the server or the backup is to blame: we work it out, and we fix it.
Are your services also available to private individuals?
No. Our services are aimed at the business market: companies, SMEs, freelancers, shops, professional firms and organisations with a VAT number.
How big is PCDUE?
We’re a team of twenty: systems engineers, developers, security testers, QA engineers, project managers and administration staff. That size lets us keep specialist expertise in-house while still knowing every company we work with by name.
How can an IT company also develop software and AI?
It’s the natural next step for anyone who knows infrastructure. We started in 2021 with internal projects, using ourselves as the first client, and that’s where the products we sell today came from. Building AI without understanding systems, data and security leads to solutions that don’t hold up in a real business.
Where are your offices, and do we need an appointment?
Our offices are at Viale Abruzzi 94, 20131 Milano. Visits are by appointment only: that way you’ll find the right person, with all the time you need.
What do you need to know to give us a useful answer?
How many people work in your company, what you use today and the specific problem you want to solve. A few lines are enough: we’ll ask about the rest.
Is support available outside Milan?
Yes. Many tasks can be handled remotely. For hands-on work, installations or on-site checks, we mainly cover Milan and Lombardy.
Can we sign up for just one service, or do we have to take them all?
You can start with a single service. Many clients begin with support or backup and over time hand us the rest, once they see how much simpler things are with one point of contact.
What kind of companies do you work with?
SMEs, shops, offices, professional firms, financial sector organisations and private healthcare providers. Businesses that need reliable technology without having an in-house IT department.
Do we need an ongoing contract?
No. We handle both one-off jobs and ongoing support contracts. A contract makes sense when a company wants continuity, priority on urgent issues and well-organised management: the monthly fee has a minimum term of one year, with 30 days' notice to cancel.
How do we open a support request?
By phone or by opening a ticket from your NinjaOne portal. It's picked up by the technician who looks after your company; urgent tickets are picked up by the first available technician within 30 minutes.
Do you work remotely or on site?
For urgent issues, the first step is always immediate and remote. If it can't be fixed remotely, we come on site: on-site work covers Milan and Lombardy.
Is monitoring active at night too?
Network devices and servers are monitored 24 hours a day, computers during working hours. An overnight alert is picked up at 8am.
Do you supply hardware as well?
Yes: Lenovo, HP, Dell, SiComputer, Netgear, Brother, OKI and SanDisk. Machines arrive ready configured, and we handle warranty claims with the manufacturer. Operating leases are also available through GRENKE. PCDUE supplies these machines already configured, from brands such as Lenovo, HP and Dell: it does not manufacture them.
Do you handle moves to new premises?
Yes, for the IT side: network, servers, Wi-Fi, firewalls and cabling at the new premises. We don't physically move PCs and monitors, though.
Why isn't installing antivirus enough?
Because antivirus only looks at the computer it's installed on. The attacks we see most often come through a stolen password, remote access left open or a convincing email – and antivirus can't reach any of those.
Does having a backup mean you're safe?
No. It has to be kept separate, protected from changes and tested: we test it every 3 or 6 months.
How can you reduce the risk of ransomware?
SentinelOne on PCs and servers isolates the device and, on Windows, rolls back the changes made by ransomware. Backup copies are separate and cannot be altered. We test the restore every 3 or 6 months.
What if the attack comes at night?
SentinelOne responds on its own, at any hour: it stops the malicious program and quarantines it, without waiting for a technician. From 8am on the next working day, we examine what happened and complete the clean-up.
Do we get a security report?
Yes, an automatic report every month.
Do you check whether company data has ended up online?
Yes, including on the dark web. If we find exposed passwords or data belonging to your company, we let you know, change the credentials involved and check where they leaked from.
How are backups set up?
Copies are stored across multiple European data centres, with redundancy. Frequency ranges from one copy an hour to one a week, depending on device, user and usage. Restores are tested every 3 or 6 months, depending on the scenario.
What happens if the AI doesn't know the answer or gets it wrong?
It only answers using content you've approved, and when it doesn't know something, it says so instead of making it up. Before it goes live, we decide together what it can handle on its own and what it should simply collect and pass on to a person. MyVoice transfers the call along with everything it has already gathered; MyBot hands you the lead with the context of the conversation.
Where does call data end up?
MyVoice runs on servers in Europe, in compliance with the GDPR, with a configurable retention period. The history of every call is kept in a single dashboard that you have access to.
Are these your own products, or do you resell other companies' software?
They're products developed by PCDUE. The language models come from major providers (MyBot, for example, uses more than one, including Google's Gemini); everything else we design, write and maintain ourselves: rules, integrations, dashboards. When a change is needed, we make it ourselves, without raising a ticket with an overseas supplier.
Does the AI have to disclose that it's an artificial intelligence?
Yes. When it interacts with users, customers or members of the public, it must be made clear, in a natural way, that they are dealing with an AI system: this is a requirement under Article 50 of the AI Act.
Can the AI work 24 hours a day, 7 days a week?
Yes. MyBot and MyVoice answer at night and on public holidays too. Before they go live, we decide together what they can resolve on their own and what they should simply collect and pass on to you.
Can we have different AI assistants for different departments?
Yes. You can have separate AI assistants for sales, technical support, administration, customer service, management, HR or back office, each with its own sources and rules.
Which channels does MyBot work on?
Your website, WhatsApp and Facebook Messenger.
Can MyVoice be cancelled at any time?
Yes, plans can be cancelled at any time, with no lock-in.
Do you use MyVoice yourselves?
Yes. Our switchboard, +39 02 8127 9614, is answered by MyVoice Rispondo.
How much does custom software cost?
It depends on the complexity and the integrations. At the first meeting we give you a cost range; the exact figure comes once we have seen the process. The feasibility study is free. The first phase has a defined cost and produces something that works. A custom management system takes about 6 weeks, a Custom AI solution 4 to 8.
How do you stop the AI giving wrong answers?
It's decided up front: approved sources, clear limits on what it can do, checks, and handover to a person when the answer is uncertain. That's why, before we start, we make sure there's someone in your company who can validate the results, and a way to measure whether they're correct. If either is missing, we tell you straight away.
Where is the data stored?
On infrastructure in Europe, with separate access for each client, or on your own servers if you prefer: it's a choice we make together at the design stage. Data, knowledge base and configurations remain yours.
Who owns what you develop for us?
The data, knowledge base and configurations are yours, and you can export them whenever you like, along with the documentation: we put this in writing. The technology the solution is built on remains ours, and we grant you the right to use it for the duration of the service.
Do you use AI in every project?
No. AI comes in where it solves a problem that can't be solved any other way: understanding free text, classifying requests, searching within documents, handling conversations. Where a well-written rule will do, we use that: it costs less and it's more reliable.
How long does a project take?
A Custom AI solution takes 4 to 8 weeks; integrating two systems or automating a process takes one or two weeks; custom business software takes about 6 weeks.
What do you need to get started?
An internal point of contact, sample data and a clear idea of the result you want. Before anything is signed, we carry out a free feasibility study: we only start once we've confirmed the project can be done, and within what limits.
Are there costs after go-live?
Yes. AI projects have a monthly fee covering servers and hosting, security, model usage and maintenance. If the solution runs on your own systems, an annual maintenance and update fee is agreed instead of the monthly fee.
Do you use WordPress?
No. We hand-code the site: it loads faster, has no plugins to keep updated and offers far fewer points of attack.
Will the site be found on Google?
We build it ready for Google and AI search engines: titles, descriptions, structured data, sitemap and linked language versions. Ranking also depends on content and competition: nobody can guarantee the top spot. With Plus maintenance, we check SEO every month.
Does the site stay ours?
Yes: code, copy and images are yours. If you ever want to switch providers, the site goes with you.
How much does IT support cost for a business?
It depends on the plan. With the monthly fee, prices start from €13 per workstation per month; with prepaid hours, from €52 an hour; ad hoc support without a contract costs €90 an hour. All prices exclude VAT.
How does the per-workstation monthly fee work?
You pay a monthly amount for each managed workstation. The workstation is monitored with NinjaOne, updates are taken care of by us and remote support is included. The amount per workstation goes down as the number of workstations goes up: €13 is the rate for the largest fleets.
Is there a minimum term for the monthly fee?
Yes, one year, with 30 days' notice required to cancel. Prepaid hours have no minimum term, and ad hoc support requires no contract.
Can we get support without signing a contract?
Yes. Ad hoc support costs €90 an hour + VAT and requires no contract. It's the most expensive option per hour: if you call us regularly, you'll spend less with prepaid hours or the monthly fee.
Is there a minimum number of workstations?
No. There's no minimum number of workstations or hours. The only requirement is a VAT number: we don't work with private individuals.
Are the AI product prices the ones you publish?
Yes. MyBot has a free-forever plan and plans at €89, €159 and €199 a month. MyVoice starts from €99 a month, with a free trial of 30 days or 100 minutes. MyQR for beach clubs costs €400 a year plus a one-off €200 activation fee.
Do we have to pay for Supremo?
No. You just download and open the program: the licence for connecting is ours.
Does the program stay on the computer?
On Windows it’s a single file, which you can delete once we’ve finished. On a Mac it sits in the Applications folder and you remove it by dragging it to the Trash. Either way, if Supremo is closed, nobody can connect.
Why isn’t it needed on the company’s other computers?
Because the computers we manage already run our management system, which lets us step in without you having to download anything. Supremo is only needed on computers that don’t have that system yet.
Are they free?
Yes, except WinRAR: you can try it, then it asks for a licence. Zoom and Teams are free for basic meetings, and Bitwarden for a personal account. The others on this page cost nothing.
Why isn’t the file downloaded from pcdue.com?
If we hosted it, it would be stuck on one version. From the developer’s own site you always get the latest one.
Do they all work on a Mac?
No. These are Windows only: WinRAR, 7-Zip, PDF24, Everything, iCloud, PowerToys, ShareX, Ditto and Notepad++. The others are available for both Windows and Mac.
Where do we start?
Usually a browser, a PDF reader and an archive program are all you need. The others are only for when you happen to need them. If you’re not sure which to choose, call us.
How do you install a downloaded program?
Press Download and get the file from the official website. Then open it from your Downloads folder and follow the steps. On Windows and Mac you may be asked to confirm: that’s normal.
The health check of your IT
Do you offer a health check of a company’s IT?
Yes, free and online: PCDUE’s IT health check. In about twelve minutes it shows how your company's IT is doing and where to start. Take the free IT health check.
What is a map of a company’s IT?
It is the layout of everything that makes up a company’s IT: PCs, servers, network, protection, backup and deadlines. You get the first version free with the IT health check; we build the one verified on site. See the free IT health check.