Why don't I get a call back from support, after asking for limit increase?

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I'm currently in the process of migrating my software from a local server to the AWS cloud. It's an image search engine, and we use deep learning models to infer image embeddings. The embeddings are stored in memory (~50GB), and the inference is performed on a GPU. For our resource requirements, we needed a single EC2 g4ad.4xlarge instance, and I submitted a support ticket to increase the G limit of my account. However, it was not permitted initially since the support suggested contacting sales using the call back feature to describe my use case. However, I've now tried on two different days to get in touch with sales through the call-back feature, and no one ever called me back. Is the call-back feature currently down, or do I have to wait a few days to get the call?

We have already migrated our data (nearly 2 TB) to an EBS volume, so we pay daily for this volume and cannot utilize the data without the EC2 instance -- which is why I need a quick resolution for this issue.

Thank you.

  • Limit increases can take more than 24 hours even with Enterprise Support, depending on the Region. However, you can get status updates when you have Enterprise Support so you know where you are in the process.

asked 2 years ago199 views
1 Answer
1

Hello,

Response times from support times can be affected by several factors such as current staffing and amount of cases in the queue. Please keep in mind that new cases and responses to existing cases are replied to in the order they are received. You can request a callback from our Support Team currently working your case using this information: https://aws.amazon.com/premiumsupport/knowledge-center/aws-phone-support/.

The best way to reach our Sales Team will be by using this form: https://aws.amazon.com/economics/learn-more/contact-sales/. Be sure to detail your use case under the Questions/Details field at the bottom of the form so they can provide the most accurate information.

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EXPERT
answered 2 years ago

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