Plan Change page: Clarify manual plan changes further

Why is this change being made?

I am seeking feedback on two items on the Plan Change page:

1. Downgrade to Free: Does this item mean:
   1. A request is being made to manually downgrade a customer to Free, on-purpose (e.g. unpaid bill).
   2. A customer has incorrectly been downgraded to Free, and they need to be manually restored to the correct plan level. If this is what is meant, under what (Legal) circumstances is this an acceptable action? In other words, how do I know if a plan-change-request belongs in this use-case?
   3. Both?
2. Emergency: "a next business day follow up is required for the customer to no longer be on a manual plan"
   1. "next business day follow up" -- SLAs for L&R tickets are 24h, which is next-business-day. What is meant here?
   2. "for the customer to no longer be on a manual plan" -- when would the customer have been placed "on a manual plan"? (Also, what does that mean -- that someone manually set the plan for that customer? I don't think there's an actual thing called "manual plan".) Is this item meant to cover the situation where a plan was manually updated in the past, and now needs to be undone (or restored to the previous level, prior to the manual change)?
   3. In what sense is this an Emergency? Would it have been opened as an Emergency support ticket? Is this meant to cover the case where, in the past, we have made manual adjustments, and it results in the system being inaccessible? Is there a better name for this item on the page?

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