A mobile service provider had unresolved, long-running latency issues in their SMS application, but had never been able to pin down the root cause. This was resulting in significant customer complaints. The intermittent problems appeared to be coming from one specific text-message relay, but the IT team was unable to instrument the network because it was under the control of another service provider.
When an issue arises outside of your controlled infrastructure that affects your applications and especially your users, you typically have two options: fight the battle with your service provider to investigate the issue on their end, or get a different service provider. ExtraHop helped the mobile service provider identify the root cause of the problem even though it resided on their leased network.