a resource utilization system in communication with a customer support system and a cloud service, the resource utilization system executing on one or more processors to:

transmit, to the cloud service, a request for utilization information, the cloud service running a first instance utilized by a first client device according to a first configuration and the cloud service running a second instance utilized by a second client device according to a second configuration;

receive, in response to the request, a first utilization value of the first instance of the cloud service caused by the first client device during a time interval, the first utilization value being different from a second utilization value of the second instance of the cloud service caused by the second client device during the time interval;

generate, based on a policy corresponding to the first client device and the received utilization value, an instruction to change the first configuration of the first instance of the cloud service;

transmit, to a server of the cloud service, the generated instruction;

generate, based on the policy corresponding to the first client device and the received utilization value, a service ticket data structure indicating the utilization value and the time interval; and

transmit the generated service ticket data structure to the customer support system for processing and assignment to a support agent.