I hope you enjoyed your last day of sleeping in before “springing forward” on Sunday!

I’m headed out to the Outer Banks of North Carolina this week with my executive team for a planning meeting and some fun. We are going to check in on our goals for this year as well as revisit our basic business assumptions and review our longer term plans, goals and objectives.

I wanted to share some of what we will be discussing, including our themes for 2016 of (1) increased focus on cybersecurity, (2) accountability, and (3) transparency. With respect to the last of these, transparency, I thought I’d publish the goals our team is working toward:

NeoNova 2016 Corporate Goals

Provide Vision: Take a public, leadership position in driving industry transformation

Operate with Excellence

  • Dominate the ISP Vertical
    • 100% existing customer retention
    • Scale the base by beating the sales plan
  • Killer Operations
    • Beat Uptime SLA of 99.9% for the year
    • Exceed daily ticket update target for all customer facing support tickets
  • Killer Projects
    • Timely onboarding of new opportunities
    • Measureable service and corporate improvement through PMO
  • Killer Product Delivery
    • Create strong linkage between development and commercial operations
    • Identify specific impact and ROI models for product & software efforts
  • Killer Support
    • Deliver quantified “Raving Fan” knowledgeable, courteous & effective service
    • Crush the operating metrics for quality and costs

People: Focus maniacally on company culture & better score keeping; retain our talent

As Always Beat the Plan: Grow revenue & be efficient with our spend

Strategic: Drive a process to evaluate non-linear growth options

Everything we do is designed to help you, our affiliates, thrive, so we welcome any comments you have on these goals and how are doing as we strive to achieve them. Feel free to share your thoughts with me, with your Customer Advocate (, or in person if you’ll be in Nevada at IP Vision next month or at our Affiliate Summit in Jackson Hole in May.

Hope to see you soon,

The Janitor