Terrible Experience to Increase Hourly Spend Limit

[midnight patrol]

As our traffic ramped up and we approached ~$60/hour in spend, we determined it was necessary to increase both max workers and the hourly spend limit to avoid disruption.

1. We submitted a request on the Serverless page (https://console.runpod.io/serverless) to increase both max workers and hourly spend limit. Max workers was increased. Hourly spend limit remained unchanged.
2. We opened a support ticket to follow up.
3. Several days later, we were asked to file a form (https://share.hsforms.com/2KINjQJPmTmKfgy1p293LVQecykq), which turned out to be effectively identical to the original request in step 1. We completed it immediately.
4. After more waiting, we received an email from the Runpod team requesting to set up a “quick call.” We replied asking whether the hourly spend limit could be increased first, as we were already approaching the $80/hour hard cap. The response we received was an out-of-office auto-reply.
5. At that point, our spend had reached $72.9/hour, leaving us at immediate risk of hitting the $80/hour limit and triggering a hard stop. With no other option, we emailed again (urgently) to request a temporary increase to prevent service interruption.

This process put us extremely close to an avoidable production outage, despite us acting responsibly and proactively. Frankly, the experience was stressful and left us with a very poor impression at a critical moment.

[mystic cobalt]

@quick wren

[toxic quest]

As a tip, when resolving this make sure they increase your spend limit to a limit thats high enough and you request from them. Just tell them what you want the limit to be. Those limits they do to protect you so I doubt they will refuse if you tell them to just set it to $200 for example

[quick wren]

Thank you for reporting this @midnight patrol, I'm on a team outside of this flow but I care immensely about improving the experiences around platforms like this.

My understanding is Support may not have support to actually see the submissions from that form inside of Hubspot, I don't - I just see the approval queue in Slack. Can you send me your email or ticket number for me to take a look at? For now, I can change your spend limit to whatever you need as well.

[midnight patrol]

@quick wren I really appreciate you offering to raise the spend limit. For context, our spend limit has already been adjusted after several rounds of back-and-forth, so the immediate issue is resolved.

My main concern now is the process itself. The current workflow is quite fragmented (form → ticket → another form → call scheduling → approvals in different systems), and it creates unnecessary delays and operational risk. In our case, the time spent navigating the process brought us uncomfortably close to throttling / service disruption, which is very unfortunate for a production workload.

[quick wren]

I'll have this process fixed, 100%. I just wanted to make sure you were fine in the meantime if you had gotten stuck.

I care a lot about making sure interactions with support are well optimized and integrated with the rest of our flows, especially the limit increase flow. I have a little more freedom of movement than the support and Sales/FDE teams you would've interacted with, I'll see if I can find your submission.