Tech Support in 2026: Availability, Maturity, and Integration

Over the past months, several industries have experienced incidents that affected major cloud providers and digital services. These episodes made it clear that in today’s highly connected environment, no company is fully protected from downtime or performance failures. Even the most robust and well-known services are susceptible to interruptions.

This scenario reinforces the need for organizations to adopt a broader perspective on digital business continuity. It is often believed that migrating to the cloud eliminates risks or guarantees a higher level of stability than before. However, in practice, all providers are subject to failures, including the largest players in the market.

Moreover, there is no such thing as a 100% SLA. No reputable provider offers this level of availability, because although it may be technically possible, the cost of maintaining an absolutely continuous environment is unfeasible for any business. The market works with the so-called “nines” (99.9%, 99.99%, and so on.), and each additional nine increases costs exponentially. Therefore, companies must understand that the goal is not to eliminate risk entirely, but to build resilience to handle eventual failures and minimize their impact.

In my view, four topics should be points of attention for companies — and their leaders — in 2026: availability, maturity, integration, and investment. Let me expand on each of these.

Security Yes, but Also Availability 

Information security will remain a priority; however, we have also seen a significant increase in downtime-related issues. These cases show that security and availability need to be addressed together. A secure environment that is frequently unavailable does not meet the needs of businesses that depend on continuous digital services to operate.

The Challenge of Maturity 

Many companies use only a fraction of the capabilities of their tools. In assessments conducted with new customers, we found that the average effective usage before they engage with the vendor or an official partner can be around 20% of the total potential, often with a low maturity level. This means that a substantial portion of the resources that could support the business remains unused.

This underutilization does not occur simply due to a lack of interest. It typically involves factors such as a lack of specialized technical knowledge, limited time, or team organization. When a company recognizes this limitation and seeks the vendor’s guidance to better understand how to leverage the platform, progress is usually significant.

Break Down Internal Silos

Another important issue observed in companies is the presence of silos between teams and, depending on the organization’s size, even within teams themselves. In many cases, areas do not communicate fluidly, making it difficult to fully understand a problem or adopt technological solutions that involve multiple departments.

Technology is no longer the sole responsibility of the IT department. Operations, marketing, finance, and even the executive board need to understand how their activities connect with the systems in use. When all areas understand the impact of technology on their processes, more consistent decisions are made.

Technology as an Investment, Not a Cost

There is still hesitation when adopting new solutions, especially those that require changes to internal processes. This leads many leaders to stick with traditional tools, even when more cost-effective and efficient alternatives exist.

This behavior is understandable, but it hinders important advancements. Investing in technology does not have to be expensive, as long as there is clarity about what problem needs to be solved and how the tool will be applied.

In many cases, innovation does not lie in adopting something complex or costly, but in reorganizing internal practices. Simple adjustments in how tasks are performed or how existing tools are used can generate significant improvements.

Toward More Consistent Results

In 2026, we will face an even more demanding and complex digital environment. Sustaining a business will depend on stability, security, efficient use of tools, and collaboration across internal teams. Digital maturity will also be a strategic differentiator.

Companies that understand the importance of this foundation will be better positioned to grow and adapt to market changes.