You can often have services available for VIPs, and be down for the public.

Unless there's a misconfiguration, usually apps are always visible internally to staff, so there's an existing methodology to follow to make them visible to VIPs.

But sometimes none of that is necessary. I've seen at a 1B market cap company, a failure case where the solution was manual execution by customer success reps while the computers were down. It was slower, but not many people complained that their reports took 10 minutes to arrive after being parsed by Eye Ball Mk 1s, instead of the 1 minute of wait time they were used to.