We need to move our Redshift cluster from the current RA3 instance setup to the newer configuration. We already have Redshift Reserved Instances, but they are not size-flexible, so simply replacing four ra3.4xlarge instances with ra3.xlarge instances would not solve the problem. The AWS console says to open a support case to have the reservations converted, which we did two days ago, but the case is still unassigned. In the meantime, we are paying for on-demand capacity unnecessarily. Is there an appropriate way to escalate the case and avoid potentially paying those charges for weeks?
2 Answers
For production workloads, a paid AWS Support plan generally provides faster access and better escalation options than basic support. That said, this conversion is a process AWS requires customers to handle through a support case, so the delay is understandable frustration. Ask support to prioritize it and keep records of the extra on-demand costs.
AWS support can look into the reservation conversion, but they’ll need the support case ID and account details through an authenticated support channel. If the case is still unassigned after two days, add an update explaining the production impact and ongoing on-demand charges, then request an escalation through the support console.
That makes sense for future incidents, but this particular change is already gated behind an AWS support request. It would be helpful if these cases were automatically routed to a human when they affect active production capacity.