we are planning to upgrade jira and could you please help me
You can't upgrade it, Cloud handles it for you.
What do you mean you can't upgrade it? I upgrade mine manually all the time.
No you do not.
You do not have access to upgrade Cloud instances and you do not have access to get the software to do upgrades of it with.
Maybe I missed something here. Where does it say that OP is running the cloud version? I am running the (soon to be unsupported) server version of Jira, and I do upgrade mine manually.
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