This might be caused by the network or clients of your customer. Especially since you can hit it no problem, I'd check to see what the organisation uses for their Security Stack, AV network filters, Client AV software.
We actually had an issue internally like this recently with sessions appearing to be broken in SM. We narrowed down the cause, our network AV filter was catching the bad data in-flight and stopping the connection to the server.
Matt Petty
Senior Software Developer
SmarterTools Inc.
www.smartertools.com