When the free iTop Community edition is enough and when Atelier or Forge fits
Combodo positions iTop Community for up to 10 agents, Atelier for up to 50 agents and Forge for more than 50 agents, and offers each tier either on premises or as SaaS. If your helpdesk has ten or fewer agents and you can run the platform yourself, the free AGPL-3.0 Community edition is a complete product, not a trial. Its licence lets you run, modify and host it inside your own infrastructure without a subscription. The paid tiers are chosen mainly for agent count and for the level of commercial support your organization needs, so the first question to answer is how many agents will actually work tickets in iTop over the next budget cycle.
The public facts do not give a full feature-by-feature split between Community, Atelier and Forge. Do not assume that a capability is locked to a paid tier, and do not assume it is included either. Ask Combodo for a written list of what each tier includes, including support response expectations, access to commercial support and training, and any conditions on extensions distributed through the iTop Hub. Also ask whether the agent band is counted by named users or by concurrent use, because that changes which tier you land in.
Choose Community if your team can carry its own patching, backups and upgrades, and if your agent count will stay under the band. Plan for the upgrade path: check which iTop release line your extensions support before each move, and test the upgrade on a copy of the database. Consider Atelier or Forge when you need a vendor to answer for production incidents, when agent growth crosses a band boundary, or when your procurement or audit process requires a commercial support agreement. Get the tier, the support terms and the total cost in one written quote before you commit.
What each iTop tier publishes about agents, deployment and support
This table sets out what Combodo publishes for each iTop tier on agent bands, deployment, licensing, support and extensions, along with the server sizing guidance that applies to all tiers. Read it as a list of confirmed facts, and treat any cell that points you to Combodo as a question to put to them before you sign.
| Item | iTop Community | iTop Atelier | iTop Forge |
|---|---|---|---|
| Agent band | Up to 10 agents | Up to 50 agents | More than 50 agents |
| Deployment options | On premises or SaaS | On premises or SaaS | On premises or SaaS |
| Product license | AGPL-3.0 (same license across tiers) | AGPL-3.0 (same license across tiers) | AGPL-3.0 (same license across tiers) |
| Commercial support, training and consultancy | Not included in the free tier, confirm with Combodo | Sold by Combodo, confirm inclusions with Combodo | Sold by Combodo, confirm inclusions with Combodo |
| Extensions via iTop Hub | Distributed through the iTop Hub, confirm tier access with Combodo | Distributed through the iTop Hub, confirm tier access with Combodo | Distributed through the iTop Hub, confirm tier access with Combodo |
| Tier-specific feature differences | Confirm with Combodo | Confirm with Combodo | Confirm with Combodo |
| Server sizing guidance | All-in-one server with 2 vCPU and 4 GB for fewer than 200 tickets a month and under 20 console users | Separate web and database servers up to 8 vCPU and 16 GB for larger installations | Separate web and database servers up to 8 vCPU and 16 GB for larger installations, validate with Combodo |
Licensing, support and update terms for each tier
iTop's license is the same AGPL-3.0 code base across tiers, so the real differences sit in the commercial relationship: who supplies support, training, consultancy and extensions, and what the contract promises. The cards below separate what the license grants from what a paid tier adds, and list the terms you need to confirm before you sign.
AGPL-3.0 source terms
iTop is licensed under AGPL-3.0, a copyleft license. The AGPL network clause means that if you modify iTop and let users interact with it over a network, you must make your modified source available to those users under the same terms. Have your legal team review how this applies to any custom code, connectors or portal changes you plan to build before you choose a tier.
What Community leaves to you
The free Community edition, positioned for up to 10 agents, gives you the software under its license. Installing, patching, backing up, tuning the database and handling incidents on the platform itself remain your responsibility, unless you buy services from elsewhere. Confirm with Combodo whether any support is available at this tier before you rely on it in production.
Commercial support from Atelier and Forge
Combodo sells commercial support, training and consultancy for iTop. Atelier and Forge are the paid tiers for teams above the Community agent limit, and they change the commercial relationship rather than the code. Ask Combodo which support channels, training formats and consultancy hours each tier includes, and whether they apply the same way on premises and in SaaS.
Extensions through the iTop Hub
Extensions are distributed through the iTop Hub. Before you depend on one, check its license, its maintainer and whether it is compatible with your iTop version and your upgrade path. An extension that works on the version you run today may need rework after a major upgrade, so plan testing time in the scope of any services you buy.
Update delivery and release cadence
The public release record shows iTop 3.3.0 published on September 15, 2026 and 3.2.3-3 on October 16, 2026. Confirm in writing how Combodo delivers updates for each tier, whether security fixes are backported to the older 3.2 line, and how long each line receives them. Do not assume that a paid tier gives you longer patch windows unless the contract states it.
Terms to confirm in the contract
Public facts do not give iTop support hours, response times or service commitments for any tier. Ask for named support hours, severity definitions, response and resolution targets, escalation paths, included training days, consultancy scope and what happens to support when your agent count rises. Put every commitment in writing before you choose a tier, and treat anything not written as not included.
On premises or SaaS: how each tier is delivered
On premises, your team or its implementation partner runs the iTop application, web server, database and PHP runtime inside your own data center or cloud accounts. Combodo offers on-premises delivery at all three tiers, so the tier decision does not by itself decide where iTop runs. The operator owns patching, backups, capacity planning and upgrades.
- Runtime: iTop 3.3.x requires PHP 8.2 to 8.4, so the runtime must sit inside that range before you install or upgrade.
- Database: Use MySQL 5.7 or later, or MariaDB 10.6 to 11.8. MariaDB is preferred, and Combodo discourages MySQL 8 for performance reasons.
- Graphing dependency: GraphViz is required, so add it to the build and to your configuration baseline.
- Small installs: Combodo suggests an all-in-one server with 2 vCPU and 4 GB of memory for fewer than 200 tickets a month and under 20 console users.
- Larger installs: For bigger installations, Combodo suggests separate web and database servers of up to 8 vCPU and 16 GB each.
Before you order hardware, check your ticket volume and console user count against these figures, then confirm the sizing with a test load and the current iTop software requirements.
With SaaS, Combodo hosts iTop, and your responsibility shifts toward configuration, data governance, users and integrations. Combodo offers SaaS at all three tiers. The published requirements describe the self-hosted stack, so the hosted runtime, database, sizing and maintenance schedule are terms you must confirm with Combodo rather than assume from the on-premises figures.
- Infrastructure: Combodo operates the hosted environment under its SaaS terms. Confirm exactly which layers it maintains and which fall to your administrators.
- Stack versions: The PHP, MariaDB and GraphViz requirements apply to self-hosted installs. Ask whether the hosted stack follows the same versions and how upgrades are scheduled.
- Sizing: The 2 vCPU and 4 GB and 8 vCPU and 16 GB figures describe self-hosted servers. Ask how Combodo sizes hosted capacity for your ticket volume and console users.
- Data handling: Confirm where data is stored, how backups are taken and restored, and whether you can export a complete copy when you leave.
- Extensions: Ask whether extensions from the iTop Hub can be installed in the hosted service and what approval process applies.
Get the SaaS terms for your chosen tier in writing before you compare costs, because the delivery model changes who carries the operational work and what you can control.
What you pay for in each tier and what drives the total
This table separates the cost components of running iTop, from the free AGPL-3.0 software to tier fees, support, infrastructure and internal time. Use it to see which costs are one-time and which recur, and what moves each one up or down before you request a written quote.
| Cost component | One-time or recurring | Who is paid | What drives it up or down |
|---|---|---|---|
| Software license | None for the product itself | No payment; iTop is AGPL-3.0 licensed | Licensing does not change by tier; the tier question is about agent count and the terms Combodo attaches to Community, Atelier and Forge |
| Combodo tier fee (Community, Atelier, Forge) | Recurring under the terms you agree | Combodo, if you take a paid tier | Agent count (up to 10, up to 50, more than 50) and whether you choose SaaS or on premises; request a written quote for the exact figure |
| Commercial support | Recurring if contracted | Combodo | Support level chosen, ticket urgency needs and how many people on your side need access; confirm what each tier includes |
| Training | Usually one-time per cohort, plus new starters | Combodo or a training provider | Number of administrators and power users, and whether training is delivered on site or remotely |
| Consultancy and implementation | One-time for the initial build | Combodo or an implementation partner such as DeployOpen, under a written scope | Data migration volume, number of CMDB classes, custom workflows and integrations with monitoring or directory systems |
| Infrastructure (on premises) | Mostly one-time setup, then recurring hosting | Your cloud provider, data center or hardware budget | Ticket volume and console users; Combodo's requirements page suggests an all-in-one server for fewer than 200 tickets a month and under 20 console users |
| Infrastructure (SaaS) | Recurring | Included in the SaaS tier fee; confirm what is metered | Agent count and data retention needs; confirm what storage, backup and region options each tier includes |
| Internal administration time | Recurring | Your own staff | Upgrade frequency across iTop 3.x releases, number of custom extensions to test, and how much data consistency auditing you run |
| Extensions from the iTop Hub | One-time per extension, plus updates | Extension authors, who may be paid or free | Number of extensions, their maintenance status and how many need rework after each iTop upgrade; check each listing before you commit |
Moving from Community to Atelier or Forge, or back
This sequence lets you change iTop tiers or deployment model without losing data, breaking extensions or exceeding agent limits, and it ends with a documented, tested cutover. Each step produces a record you can hand to Combodo, your auditors or your own operations team.
Confirm agent count and growth forecast
Start by counting the agents who will work in iTop today and over the planning horizon you set with your service owners. Compare that count with the 10-agent Community limit, the 50-agent Atelier limit and the more-than-50 Forge tier that Combodo publishes. Your IT lead and the service desk manager should sign off on one number and one forecast, so the tier decision rests on a documented figure rather than an estimate. You know this step is done when the count, the forecast and the assumptions behind them are recorded in a single decision note.
Confirm tier terms and deployment model in writing
Ask Combodo, in writing, which tier you would move to, what support and training it includes, whether extensions are covered, and whether the deployment stays on premises or moves to SaaS. Moving between tiers depends on your commercial agreement with Combodo, so the terms that govern the change come from that agreement and not from the public tier descriptions alone. Procurement and legal should review the reply before any work starts. You know this step is done when a signed or confirmed order states the tier, the deployment model and the effective terms.
Back up the iTop database and configuration
Your operations team takes a full backup of the iTop MySQL or MariaDB database, the configuration files, uploaded attachments and any custom modules or extensions in use. The backup should be stored outside the host being changed and restored once into a scratch environment to confirm it is readable. Keep the backup until the new tier has run in production for a period your change board agrees on. You know this step is done when a restore into a separate environment completes and the iTop console loads with the expected ticket and CI counts.
Check target tier server requirements against current hosts
Compare your current hosts with the iTop 3.3.x requirements: PHP 8.2 to 8.4, MySQL 5.7 or later or MariaDB 10.6 to 11.8 (MariaDB preferred), and GraphViz. Combodo suggests an all-in-one server with 2 vCPU and 4 GB of memory for fewer than 200 tickets a month and under 20 console users, and separate web and database servers of up to 8 vCPU and 16 GB for larger installations. Your platform engineers should record the gap for each host and the hosting change, if any, needed for the target tier. You know this step is done when a written host inventory shows each requirement as met or with a named remediation owner.
Plan the data and extension migration
Map which CMDB classes, ticket fields, SLAs, contracts and custom modules you depend on, and confirm that each extension you installed from the iTop Hub is supported on the target version and deployment. If you are moving to SaaS, confirm with Combodo how data is transferred and what is returned to you in the event of an exit. Your iTop administrator and the owner of each integration should document the order of operations and the rollback path. You know this step is done when a migration plan lists every object type, extension and integration with its owner and its verification check.
Test the change in a non-production copy
Build a non-production copy of the current installation on the target tier or on the target host, restore the backup and run the planned upgrade or redeployment. Your testers should run a fixed set of checks: ticket creation and escalation, SLA calculations, CMDB imports, impact analysis views, email notifications and every integration. Compare results with production and log any difference. You know this step is done when the test report shows each check passed or has a documented fix, and the business owner signs off.
Cut over and confirm agent limits and support obligations
Schedule the production change in a window agreed with the service owners, freeze changes to the CMDB during the cutover, run the final backup, apply the change and repeat the verification checks against production. Before you complete a move to a lower tier or back to Community, confirm that your active agent count sits within that tier's limit and that you have no support obligation that will lapse with the downgrade. Record the outcome and close the change record. You know this step is done when production passes the verification checks, the agent count is confirmed against the new tier, and the change record and backup retention decision are filed.
What changes for your team as agent count grows
The main change as agent count grows is that more people share one CMDB and one set of configuration. Combodo positions iTop Community for up to 10 agents, Atelier for up to 50 and Forge for more than 50, and those bands are about who works in the tool, not only how many tickets you log. Each added console user can edit classes, lifecycles, SLA rules and notification settings that every other team depends on. Before you move up a band, decide who owns the data model, who approves changes to it, and whether change requests go through iTop's own change management module before they reach production. Confirm with Combodo how its tier terms count agents and console users, since the number that matters for your budget is the one written in the quote.
Heavier ticket volume is the second effect. Combodo's requirements guidance suggests an all-in-one server with 2 vCPU and 4 GB of memory for fewer than 200 tickets a month and under 20 console users, and separate web and database servers of up to 8 vCPU and 16 GB for larger installations. Treat those figures as a starting point and load test against your own ticket mix, attachment sizes and reporting queries. Plan for MariaDB as the preferred database, and budget for the separate web and database hosts, backups and patching that come with them. Someone on your team needs to own the PHP version, the GraphViz dependency and the database upgrade path, because a platform that grows past one server stops being a weekend job.
Fair point for smaller teams: a group under 10 agents with in-house PHP and database skills can run Community without paid support, provided it has a tested backup and restore routine and a staging copy for upgrades. The trade-off is that you carry the support load yourself, including troubleshooting and upgrade planning against the iTop release notes in the iTop releases page. As the team grows, the cost of an outage rises and so does the value of a contracted support path, which Combodo sells alongside training and consultancy. Ask any vendor what response commitments they will write into the contract, and do not assume a tier includes them. Extensions change the picture whichever tier you pick. Extensions are distributed through the iTop Hub, so every add-on should be tracked as a versioned component with its own owner. Before each iTop upgrade, check that every installed extension supports the target version, run it in staging against your real classes and workflows, and record the result. Plan that testing time into every release cycle, including on Community, because an unchecked extension can break ticket logic or SLA calculations after a routine update.
Questions buyers ask before choosing an iTop tier
How much do iTop Atelier and Forge cost?
No public prices for Atelier or Forge are available in the sources we used, so request a written quote from Combodo for the tier, deployment model and agent count you need. Combodo positions Atelier for up to 50 agents and Forge for more than 50, in SaaS or on premises, so the agent count is the first thing that sets the tier. The quote will also reflect whether you choose SaaS or self-hosting, since self-hosting moves infrastructure, upgrades and backups into your own budget. Ask what is one-time, what recurs annually, and which support, training or consultancy hours are included. Compare the quote against the internal hours needed to run the platform yourself.
Can a small team run iTop Community on its own?
Yes, a small team with database administration and PHP skills can run iTop Community itself, provided it stays within the 10 agents Combodo positions for the free edition. iTop 3.3.x requires PHP 8.2 to 8.4, MySQL or MariaDB, and GraphViz, so someone must own the stack. The recurring effort concentrates in three areas: applying upgrades across the 3.x line, running and testing backups, and maintaining extensions as the data model changes. Community also has no paid support from Combodo, so the team must rely on its own troubleshooting and the public community. Confirm internally who will carry the pager and who approves changes before committing.
How long does it take to move from one iTop tier to another?
The duration depends on data volume, the number of customized objects, and how many extensions you run, so confirm the timeline with Combodo before planning a cutover. Tier changes are tied to agent count and deployment model rather than to a different product, so the main work is usually the change of licensing and hosting rather than a rebuild of the data model. Still, you should inventory custom classes, workflows, notifications and extensions from the iTop Hub, and test each one on the target version. Ask Combodo whether the move is an in-place change or requires a new instance, and what a rollback looks like if the cutover fails.
Can DeployOpen implement iTop for us?
DeployOpen can plan, implement, customize, integrate, harden, back up, upgrade, document and support self-hosted open-source platforms inside your own cloud accounts, data centers or air-gapped networks. Most engagements are fixed-scope, with scope, deliverables and timelines agreed in writing before work starts, and ongoing support or upgrades can be arranged as a retainer. DeployOpen does not set Combodo's tier terms, pricing or support entitlements, so the license decision and any commercial support contract remain between you and Combodo. Request a written scope that names the tier, the agent count, the integrations and the hosting model you have chosen.
What does our team need to provide before an iTop project starts?
A clear project start needs four inputs from your side: the agent list with roles and approximate concurrent use, a current asset and configuration data set, an inventory of integrations such as directory, monitoring, email and other ticketing sources, and a named owner who can make decisions on process and data. The agent list determines which tier applies, which is why it should be finalized before a quote. Asset data quality drives most of the import effort, because iTop's CSV import and data consistency audits are only as good as the source files. Without a decision owner, scope changes tend to stall the schedule, so confirm that role early.
What sizing does iTop need for our ticket volume?
Combodo suggests an all-in-one iTop server with 2 vCPU and 4 GB of memory for fewer than 200 tickets a month and under 20 console users. For larger installations, Combodo suggests separate web and database servers of up to 8 vCPU and 16 GB each. Your real sizing depends on attachments, custom reports, number of integrations and the number of concurrent console users, so use these figures as a starting point and validate them in a test environment. Ask your provider or DeployOpen to load-test the expected peak before production.
Does the chosen tier change our security and compliance work?
The tier itself does not change what you must secure, since you run the platform in your own environment or in SaaS under Combodo's terms. In either case, the controls you need include role design in iTop, database and web hardening, backup testing, access reviews for console users, and audit logging of configuration changes. DeployOpen prepares systems, controls and evidence for compliance assessments, but it does not issue audit reports, attestations or certifications, so independent auditors and certification bodies must assess your program. Ask Combodo which hosting and data-handling terms apply to SaaS before deciding.
How DeployOpen scopes and supports an iTop deployment
DeployOpen plans, implements, customizes, integrates, hardens, backs up, upgrades, documents and supports self-hosted open-source platforms inside your own infrastructure. For iTop, that means working out which tier and hosting model match your agent count and process needs before any build starts, then delivering the work against a written scope.
How we scope
- Confirm your agent count and console user numbers against the Community, Atelier and Forge tiers before choosing a path.
- Define in writing which ITSM processes, CMDB classes, SLAs and integrations the engagement covers.
- Agree deliverables and timelines in writing before work starts, since most engagements are fixed-scope.
How we build
- Size the server layout against Combodo's published requirements, including PHP, MariaDB or MySQL, and GraphViz.
- Configure and customize iTop within your own cloud account, data center or air-gapped network.
- Test extensions and data imports, such as CSV loads, before they reach production users.
How we hand over
- Document the configuration, data model changes, extensions and operating procedures for your administrators.
- Prepare backup and upgrade runbooks so your team can run the platform after handover.
- Provide training material where the written scope includes it, so administrators know what to confirm after each release.
How we support
- Offer ongoing support, upgrades and continuous testing as a retainer after the initial handover.
- Plan upgrades around each iTop release and the tier-specific support you hold with Combodo.
- Ask any support partner to confirm which Combodo support terms apply to your chosen tier and extensions.
