Net Access Blog

Raul Martynek

Find me on:

Recent Posts

What's New with Net Access in 2015

Posted by Raul Martynek on Feb 11, 2015 10:26:32 AM

Raul_MartynekAs we start off 2015, I wanted to provide an update about our plans and major initiatives for the coming year.
Net Access enjoyed a 10th consecutive year of double-digit revenue growth in 2014. We expanded our base of enterprise customers, introduced a line of new managed hosting products under the FlexServices umbrella, achieved HIPAA/HITECH compliance certification, and made tremendous progress on the expansion of our Parsippany II datacenter. Throughout the year we tried never to lose sight of our core focus of insuring that we provide the highest level of service and support to our customers. We are thankful that thousands of customers continue to select Net Access as their trusted infrastructure partner. 
For 2015, we have some big plans. Some are the completion of activities we started in 2014, others are new initiatives. All of them are designed to enhance and build upon our focus to be the premier colocation and cloud provider to enterprise customers anywhere in the US. Here they are:
  • Parsippany II Expansion & Site Improvements – After over a year of hard work and effort, the completion of our 70,000 sq.ft. addition to our Parsippany II datacenter is at hand. We will be moving in our first customer into the expansion in the first week of March. This is a huge event, and the foundation for our growth in the coming years. We plan on having a launch event sometime in late April, for employees, customers and partners to celebrate the opening. We will send out details as we firm up our plans. In addition, when spring comes we will begin work on some large scale outdoor improvements to the site. This will entail installing a 10 ft. anti-climb fence and K rated crash boulders around the property as well as installing security gates and bollards for authorized entry access to the facility. These improvements will allow us to continue to make Parsippany II one of the most advanced datacenters in the New York Metro area.
  • New Workspace Recovery Facility – We recently signed a lease for a 32,000 sq. ft. office building near our Cedar Knolls datacenter and plan to convert the space into a Workspace Recovery Center. The location will provide for turn-key, dedicated office seats and suites for disaster recovery planning. The facility will be directly connected to NAC datacenters and provide UPS & Generator backed power. We believe this service dovetails perfectly with our datacenter and managed services offerings that support backup and 100% availability and uptime. We will be starting an initial build-out of the space later this month and hope to have the space available for customers by early June.
  • Secondary Datacenter and Managed Services Location– In 2015 we are seeking to establish a secondary location in a geographic market that is at least 500 miles away from our primary NJ locations. We know that many of you maintain back-up or secondary sites at other datacenter locations and we want NAC to be able to provide this capability to you and future customers. In addition, we need a scalable secondary site for our managed hosting offerings. We are evaluating a number of markets and entry strategies. Currently, we are actively looking at options in Chicago, Columbus, Austin, Dallas, Denver and Phoenix. We are excited about expanding to another geography to complement our New Jersey footprint. Feel free to drop us a note if you have a particular need or idea regarding location.
  • FlexPlatform 1.0 Launch – Last year we began a major software development project to upgrade our internal OSS/BSS systems and customer facing portal. Our new platform utilizes modern software languages (Python/PHP), service oriented architecture (SOA) and a dynamic user interface (Node.js). You can read more here. We are excited about being able to rollout to you a modern, light-weight customer portal that will have a more attractive look, expanded functionality and incorporate our managed hosting and cloud products. Keep on the lookout for updates and we are targeting end of Q2 for the initial launch.
  • Website Re-launch 2.0 – As you might remember, we rolled out a new website in late 2013. In 2014 we spent a significant amount of time working with an outside agency to refine our marketing look and feel and revise our website content to be more informative and easier to use. We also, as mentioned above, expanded and revised our product offerings under the “FlexServices” umbrella. We are now working on refreshing the website and expect to have it in production by the end of Q1. This new website and new Customer Portal will share the same core elements and we aim to create a unified, consistent experience as you interact with NAC.

A few weeks ago was my first anniversary here at Net Access. It’s been a real pleasure to be here, meet many of you and be part of the NAC family. Thank you for a great first year!

Read More

Topics: data center, disaster recovery seating, managed services, net access, expansion

Customer for Life: Quantified

Posted by Raul Martynek on Oct 28, 2014 3:15:13 PM

Customer for Life: Quantified


I get excited about metrics. They tell a story. They provide the data required to set goals and improve performance. It is difficult to know how you are doing if you cannot measure it. To use a sports analogy, how can you improve as a runner if you don't use a stopwatch?

Since I arrived here in January I have been working with the team to build a set of metrics that capture our significant activities across all our departments - sales, service delivery, service assurance, facilities, security, engineering and finance. The focus is not on collecting useless data, but on determining how select metrics can provide real insight into our business and our performance as an organization. Said another way, how do we best measure and report those things that make a difference to our business and to our customers? The process is iterative, as reporting on a "live" company is by definition a moving target. We have made a lot of progress on this front and today I wanted to share some of our metrics on customer service that tell a bit about the NAC story.

Probably the most important metric we track is "churn". In our business, churn is the percentage of customers who cancel a monthly recurring service divided by the total amount of monthly revenue. I like to call churn the "temperature" of a company. High churn means the company is "sick" as it means a lot of customers are canceling service. Low churn is "healthy" as it means the company is not losing a lot of revenue and customers. It really is the true measure of company performance in our sector as it tells us if customers want to keep doing business with us. Below is a chart of our churn over the last five quarters at NAC. We have been averaging 0.7% per month. This is an amazingly low number. Most companies in the sector average from 1.0% to 1.5% monthly churn so NAC’s figures are 25%-50% better.  




Why is our churn so low? A couple of other metrics tell the story. First, we respond to our customers extremely fast. As you can see by the chart below we respond to calls to our operations center within eight seconds on average. Eight seconds! We answer almost 95% of all calls within 30 seconds. Nobody likes to wait and we don't think our customers should.




Once a customer opens a ticket either by phone, email or web (we actually take in more trouble tickets via email or web than by phone), our team resolves them quickly. Below is a chart on our "Mean-time-to-Repair" for customer trouble tickets. In laymen's term, how long does it take us to resolve a customer service issue from the time it is reported by a customer? For NAC, the average MTTR across all tickets was 3.53 hours in September. This is extremely good when you consider the broad range of issues that our service organization deals with, from remote hands requests to networking problems to infrastructure and application issues.




More impressively, when we look at the trouble tickets broken out by time bucket (0-4 hours, 4-8 hours, 8-12 hrs, etc.), the NAC team resolved an amazing 90% of trouble tickets in 4 hours or less. This is an absolutely impressive metric and one of the best I have seen in the business. 




At NAC our mantra is "taking care of the customer for life," which we do by providing a superior customer service experience. We really do take it seriously and metrics are one of the tools we use to deliver and improve on that pledge every day.


Read More

Topics: customer service, operations, metrics

Raul Martynek on Telecom Exchange East 2014

Posted by Raul Martynek on Jun 27, 2014 1:06:00 PM

Raul Martynek on Telecom Exchange East 2014 in NYC

Raul Martynek CEO Net Access

We attended the Telecom Exchange 2014 show in NYC on Thursday.  The event was original called the “Telx CBX” and grew into one of the largest and best-attended telecom/Internet/datacenter event in the New York Metro area for many years.  Telx stopped hosting the event after their sale to GI Partners.  Fortunately, Jaymie Scotto & Associates has continued to run it under the banner of “The Telecom Exchange”.

The event has lost some of its luster, most likely attributable to the increased consolidation across the entire sector and operators hosting their own events. However, it is still a pretty good way to get a pulse on the telecom/Internet ecosystem in NYC and surrounding areas.

Level 3 – Time Warner Cable Merger 

The main buzz at the show was around the recent announcement of the Level 3-Time Warner Telecom merger.  I personally know quite a few folks at both firms and in a word, everyone is “nervous”.  The $7.3B deal makes a huge amount of industrial logic by integrating the network assets, products and customers of the largest independent long haul provider with the largest independent metro fiber provider. 

Both companies are focused on wholesale and enterprise solutions via on-net fiber and the combined TW/L3 should be better positioned to compete with the behemoths of AT&T, VZN, Comcast-Time Warner Cable and CenturyLink. 

This deal is yet another event in the continuing consolidation of the telecom sector in the US, with another recent example being the AT&T-Direct TV deal. 

Level 3 has 10,200 employees globally with about 7,000 in North America and TW Telecom has 3,400 employees.  Level 3 has communicated to Wall Street that the transaction will support $200M in operating synergies.  Translation:  about 2,000 jobs at a fully loaded cost of 100,000 per employee.  That’s a lot of people.

Aereo ruling 

The other big story was the news of the Supreme Court decision on Aereo.  Aereo founded in 2012, developed a novel technology to capture over the air broadcast signals and stream them to subscribers over the Internet.  The big broadcast companies in the US cried foul as they claimed copyright infringement.  Aereo’s response was that their technology did not violate intellectual property rights as they were simply “renting” individual dime sized antennas to users, and US law allows individual users to receive over the air broadcast signals without payment.  

The Supreme Court did not agree with Aereo and in a 6-3 ruling sided with the Broadcasters saying that:

“Aereo’s behind-the-scenes technological differences do not distinguish Aereo’s system from cable systems, which do publicly perform.” 

In other words, even if you can figure out a clever technological method to capture signals and provide content, ‘Content Is King’ and is protected.  This likely means the end of the company as their business model was premised on not paying broadcasters for content. 

At the event I met a few firms that had been supplying bandwidth and connectivity to Aereo who are understandably very worried.  There are sure to be some knock-on effects in the sector as this plays out.

Now the good news. 

Despite the consolidation in the sector and defeat of Aereo, there were also plenty of signs of new shoots growing in the telecom and Internet space.  I met several new fiber companies, started only in the last few years or so like Hudson River FiberCross River Fiber and FirstLight Fiber.  I also spoke with a supplier of fiber components who informed me that their business was booming in the US as the need for bandwidth is driving all sorts of industry players to invest in fiber (Google, Incumbents, regional, MSO, etc).  That’s good news for users as fiber ultimately has the lowest cost per incremental bit compared to other delivery technologies.  It seems as if as the consolidation at the top of the pyramid continues, it creates new opportunities in niche areas further down the chain.

Raul Martynek, CEO Net Access

Read More

Topics: data center, colocation, managed services, nac ceo

The Decision on Legacy Services by CEO Raul Martynek

Posted by Raul Martynek on Apr 24, 2014 1:00:00 PM

Joining Net Access

Raul Martynek CEO Net AccessI just passed my three-month anniversary here at Net Access and must say that I am really excited to have joined.  I spent the first two months focused on learning everything I could about the company.  I met one-on-one with every employee in the company for 25-40 minutes, studied our financials, spoke with customers and prospects, inspected our datacenter and technology assets and worked closely with our sales and marketing team.  Overall, we have a very solid business with dedicated employees and loyal customers.  Net Access has a great platform with lots of potential and a very bright future.
One of the things I discovered about NAC was that it began as a Dial-up ISP in the mid-1990s.  Over the course of the Internet “bubble” years, they grew the business to have over 20,000-30,000 customers!  This brought back memories of my early years working with a Telco/ISP that also sold dial-up, POP/IMAP email, and websites; anyone remember V.90 and Eudora?!  Obviously, dial-up gave way to DSL and cable and most companies either sold it or went away.  It was during this time, NAC decided to find a new focus: Colocation and Data Centers services.  NAC took a small data center in a multi-tenant office building, and grew it into a premium world-class provider of Tier III data center and colocation services!  Today, data center and colocation remain the core services of the company.
Although the heydays of dial-up and DSL are long gone, I learned that we still had a segment of revenue and customers from the early years.  In fact NAC had an entire group still dedicated to supporting these “legacy” services and customers.  Many of these customers have been with NAC for 10 or 15 years.  While the revenue impact was small (and the profit even smaller), supporting these customers required the involvement of all areas of the company – finance, billing, collections, engineering, NOC, etc.  As I finished up my “one-on-ones” with all of the folks in the company, I realized collectively, NAC was spending a significant amount of time and energy supporting these legacy services that had stopped being “core” of the company a long time ago.  

In business, it is important to focus.  

As someone once told me, “it is more important to know what you don’t do in business, rather than what you do.”  Every moment we spent on legacy services was an opportunity that we lost to evolving and growing our premier data center and managed services business.  Unfortunately, the time had come for us to get out of the legacy business.
So about one month ago, we made the decision to divest our early Internet, legacy business services.  We notified our customers that we would no longer provide these services and advised them on how to find an alternative service provider.   In some cases we were able to transition the customers to other providers and avoided any service disruptions.  For other services, we were unable to find service providers willing to take over the customer transfers.  For these customers, we have provided a transition period of up to six months to allow them time to find providers or to transfer their data.  We are very grateful and honored to have been the provider of choice for so many customers, for so many years.  We sincerely thank you for your patronage.

Our Future

Going forward, we intend to only focus on our core data center and managed services business.  Data center, colocation and managed services is a very exciting and growing sector and we believe we can become one of the leading providers in this space.  I look forward to sharing our efforts and journey with you in future blog posts.

Raul Martynek, CEO Net Access

Read More

Topics: data center, colocation, managed services, nac ceo