By default our managed servers restrict FTP and SSH access by IP address for security. If your connection fails after a significant delay (rather than returning an error immediately), it's likely you're not currently whitelisted.
When submitting a ticket to request a whitelisting, in addition to server/domain and the the service (FTP, SSH, etc) we will also need your IP address. You can view your current IP address at the below URL.
If your IP address changes frequently, we also offer knock clients (for Windows or Mac) that let you temporarily whitelist your current IP address by running the program. These can also be requested via a support ticket.