# Metabase Cloud: Major incident: Degraded service in our Business tier

**Summary:** Metabase Cloud reported major degradation affecting Business tier customers in isolated environments from 2021-08-10 16:37 UTC to 2021-08-10 20:38 UTC, lasting 4 h 1 min. A failed Elastic Beanstalk upgrade left instances inconsistent, with load balancers unable to mark them healthy and application servers continuously recycled; a fix was deployed before resolution. _(machine-written, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2021-08-10 16:37 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/s0h34rtgvv7b](https://stspg.io/s0h34rtgvv7b)
- [Company: Metabase Cloud](https://rewindex.com/company/metabase-cloud.md)
- Versions: before (none: first archived) → after incident\_version:71/1q6bbf6f7vzt@b24d61f630c6
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Degraded service in our Business tier
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ postmortem
```

**4. Added: Start time**

```diff
+ 2021-08-10 16:37 UTC
```

**5. Added: Resolved time**

```diff
+ 2021-08-10 20:38 UTC
```

**6. Added: Affected components**

```diff
+ Metabase Cloud Platform
```

**7. Added: Update** (investigating) · 2021-08-10 16:37 UTC

```diff
+ We identified an issue in our Business tier customers that run on isolated environments. The issue appears to be an issue with our load balancers not being able to flag instances as healthy which results in application servers being recycled continously.
```

**8. Added: Update** (identified) · 2021-08-10 17:46 UTC

```diff
+ We've identified a fix for the outage and we're in the process of issuing an update to resolve the situation
```

**9. Added: Update** (monitoring) · 2021-08-10 18:46 UTC

```diff
+ We've deployed a fix and we're monitoring the health of the instances.
```

**10. Added: Update** (resolved) · 2021-08-10 20:38 UTC

```diff
+ This incident has been resolved.
```

**11. Added: Update** (postmortem) · 2021-08-10 23:25 UTC

```diff
+ A failure in the upgrade in our Elastic Beanstalk deployment for improving the timeout on reverse proxies led to instances not being able to revert back to previous version leaving them in an inconsistent state.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2021-08-10 16:37 UTC | Major incident: Degraded service in our Business tier (this change) | degradation |

All Metabase Cloud changes: [timeline](https://rewindex.com/company/metabase-cloud/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/i784134918120fe · Markdown: https://rewindex.com/change/i784134918120fe.md · JSON: https://rewindex.com/api/v1/changes/i784134918120fe · Generated 2026-10-18T02:55:07.764Z