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A Managed Upgrade is an event where a member of the Support team performs the software update while you are on the phone with them. They also check the database connections and perform a mini audit of your environment (a full audit is also part of the Platinum Offering). All customers who have a current Support Contract have access to upgrading to the latest software however those who are not Platinum customers may only contact Support for issues with their upgrade rather than having us on a screenshare with them as the upgrade is being performed.
I hope this information helps but if not, please do not hesitate to let me know.
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AUREA EMAIL MARKETING & MESSAGING SOLUTIONS CUSTOMER SUPPORT