GLPI Support UK: Managed Support from an Official GLPI Partner
UK-based expert support for your GLPI service desk
GLPI is a capable open-source service desk and asset management platform. Keeping it healthy is another job: security releases, upgrades, plugin compatibility and Monday-morning fixes.
Echo-9 Shared Services is an official GLPI Silver Partner based in the UK. We support growing SMEs, mid-market firms and enterprise IT teams, whether we host GLPI for you or you run it yourselves. Our UK-based team handles the fixes, upgrades, patching and integrations, so your team can get on with running the service desk.
What our GLPI support covers
All our GLPI subscriptions include UK-based support. There are three plans, matching our pricing page.
| Plan | Best for | What's included |
|---|---|---|
| Cloud: Basic | Smaller teams who want no servers to look after | A fully managed GLPI instance in our secure cloud. No server maintenance required. |
| On-Premise: Standard | Organisations that host GLPI themselves | Installation support, updates and priority assistance for your self-hosted GLPI. |
| Enterprise | Larger or more complex estates | The full stack, with custom development, integration and dedicated support. |
Within each plan, the scope covers:
- Break-fix support. Errors, failed automatic actions, mail collectors, inventory, notifications or permissions.
- Upgrades. Planned major-version upgrades, rehearsed on a copy of your data first. GLPI 10 left support on 7 October 2026. Read our GLPI 10 end-of-support migration plan and what GLPI 12 changes for your service desk.
- Security patches. GLPI ships security releases regularly. For managed customers we review each release, test it on a staging copy with your own plugins, and deploy it in an agreed window with a rollback ready. Read Keeping Up with GLPI Security Releases.
- Plugins. We install and support community plugins such as Bitwarden Send for GLPI, testing on staging first, port in-house plugins to newer GLPI versions, and build our own GLPI plugins.
- Integrations. Webhooks, the GLPI API, email collectors and our Integration Packs for Microsoft Intune and Entra ID, Jira Service Management, Azure and AWS inventories, and Zabbix. See GLPI webhooks in practice.
- Configuration help. Rules, ticket assignment, SLAs and OLAs, entities, profiles and dashboards. See smarter ticket assignment in GLPI.
Response times
| Priority | Response time |
|---|---|
| P1 | 2 hours |
| P2 | 8 hours |
| P3 | 2 working days |
| P4 | 5 working days |
| Changes | By arrangement |
These are response times, not resolution times. Our UK team works Monday to Friday, 9am to 5pm. Raise requests by emailing support@echo-9.org or via our contact page.
Who it's for
For organisations that rely on GLPI every day but don't want to carry the platform themselves:
- SMEs whose IT team is small and busy, and who need GLPI to just work.
- Mid-market and enterprise IT teams with several sites, integrations or custom plugins, who want specialist cover alongside their own administrators.
- Teams without a GLPI specialist, still on GLPI 10, behind on security releases, or running GLPI for the first time (see from spreadsheet to GLPI).
We also work with public sector bodies, education and charities. Charities are priced individually on income.
How it works
- Free GLPI Health Review. A one-hour call about your setup and pain points, and the right next step.
- Optional GLPI Deep Dive. A paid one-day audit (see below).
- Onboarding. We agree a plan and maintenance window, document your setup and bring it up to a supported version if needed.
- Ongoing support. You raise requests, and we patch, upgrade and fix within the response times above.
GLPI Deep Dive: one-day health check and remediation proposal
A paid, one-day engagement for GLPI in the cloud or on-premise:
- Discovery (2 hours). A remote session with your administrators and team leads on workflows and pain points.
- Technical audit (4 hours). A review of your instance across eight areas: architecture and entities; identity and access; service desk set-up and SLAs; automation and rules; mail collectors and notifications; asset inventory and CMDB; self-service portal; and plugins and API access.
- Report (2 hours). A Red/Amber/Green scorecard for each area, plus an itemised remediation plan. Each item has a recommended fix, a priority and an effort estimate.
Remediation work is quoted separately, so you decide what to fix and when. Ask about a Deep Dive.
Why Echo-9 rather than DIY or a generalist MSP
Compared with running it yourself. GLPI now ships a new major version every October, and security releases arrive regularly. One September 2026 release broke some instances with certain plugins; teams that patched production untested found out the hard way. We make patching a routine, tested job.
Compared with a generalist MSP. For a generalist MSP, GLPI is usually one tool among many. For us it's central:
- We are an official GLPI Silver Partner, with direct access to partner resources.
- We build GLPI plugins: GilpAI & LiveTalk, ServiceMap, Pwned, ProblemAI, and AI Closure and ITAMation.
- We combine GLPI with Zabbix monitoring and Wazuh security, so alerts and security events become GLPI tickets. We are also an official Zabbix partner.
- We understand the service management practice as well as the software, through our ITSM and ITAM consulting.
Proof. A large UK university that moved from ServiceNow to GLPI, Zabbix and Wazuh now has an ongoing full-stack support agreement with us, covering proactive maintenance, monitoring health checks, security patch management and priority escalation under one SLA. Read the case study.
Pricing
We price support to match your estate: where GLPI is hosted, how many users and entities you have, which plugins and integrations you rely on, and the support level you need. Plans are available monthly or annually, with no lock-in.
GLPI support FAQs
What does Echo-9's GLPI support include?
Break-fix help, planned upgrades, tested security patching, plugin support and integrations such as webhooks, the GLPI API, Microsoft Intune and Entra ID, and Zabbix. Our UK-based team provides it under three plans: Cloud, On-Premise or Enterprise.
Can you support a GLPI instance we host ourselves?
Yes. Our On-Premise plan supports self-hosted GLPI, with installation support, updates and priority assistance. We also host fully managed GLPI instances in our secure cloud, and we support hybrid setups.
What are your support hours and response times?
Our UK team works Monday to Friday, 9am to 5pm. Our response times are 2 hours for P1, 8 hours for P2, 2 working days for P3 and 5 working days for P4. These are response times, not resolution times. Changes are by arrangement. To raise a request, email support@echo-9.org or use the contact page on our website.
We are still on GLPI 10. Can you help?
Yes. GLPI 10 stopped receiving public bug fixes and security updates on 7 October 2026. We check your plugins and integrations, rehearse the upgrade on a copy of your data, and go live in a planned window with a tested rollback.
Do you support third-party and custom GLPI plugins?
Yes. We evaluate, install and support community plugins, testing each one on a staging copy before it reaches production. If an in-house plugin isn't ready for a newer GLPI version, we can port it. We also develop and support our own GLPI plugins.
How much does GLPI support cost?
The price depends on your hosting model, the size of your estate, your plugins and integrations, and the support level you need. Plans are available monthly or annually with no lock-in. Contact us for a quote.
What is the difference between the GLPI Health Review and the GLPI Deep Dive?
The GLPI Health Review is a free one-hour call about your GLPI setup and the right next step. The GLPI Deep Dive is a paid, one-day audit of your instance across eight areas, with a Red/Amber/Green scorecard and a prioritised remediation plan. Remediation is quoted separately.
Ready to stop worrying about GLPI?
A free one-hour call about your GLPI setup and what to look at first.
Email contactus@echo-9.org
Echo-9 Shared Services Ltd, 52-54 East Dock Street, Dundee DD1 3JS.
Related reading: What GLPI gives your security lead · Why users still phone the service desk · GLPI at Echo-9