We need to move from Redshift RA3 instances to the newer instance type, but our existing Reserved Instances are still attached to the old configuration. The console says AWS Support can help exchange them, yet the support case we opened two days ago remains unassigned. In the meantime, we have had to run production workloads on On-Demand instances, adding unnecessary costs. We had also considered replacing four ra3.4xlarge instances with ra3.xlarge instances, but Redshift Reserved Instances are not size-flexible, so that would not solve the problem. Is there an appropriate way to escalate the case and get the Reserved Instance change processed sooner?
2 Answers
AWS Support can review the exchange, so include the case ID and all the relevant account, Region, cluster, and Reserved Instance details through the official support portal. If the workload is production and the charges are significant, ask for the case to be prioritized and explain that the delay is forcing you to use On-Demand capacity.
A paid AWS Support plan generally provides faster access and better case handling, especially for billing and account-level requests. It may be worth upgrading or confirming that the current plan includes the response time you need, although the exchange itself still has to be approved by AWS.
That would normally be the sensible approach, but this exchange is a process AWS requires customers to handle through Support. It would be helpful if those cases were automatically routed to a human instead of remaining unassigned.