“connection timed out” errors can happen for a couple of reasons.
1. The hostname or port number has changed
Updating the hostname or port will resolve the issue.
2. The customer's server was temporarily unavailable (due to high load or network disruptions).
Rescheduling the backups for a time when the customer's server load is low should fix or diminish the issue.
3. A firewall rule limited the connection (e.g. blocked for keeping the connection open too long or for opening too many connections).
Whitelisting or re-whitelisting may resolve the issue. If it doesn't, then the customer's host will need to provide insight into why our connection was blocked.