Order support questions

So I got all excited that I pulled the trigger on moving away from my current network setup, FW, AP, Switches and Cameras to use Unifi for everything. The problem I self caused I had multiple different build options in different browsers, created an account and hit order, I failed to see it was one of the lower end versions of the order, and ordered the wrong one. I opened a ticket to cancel it but have heard nothing back. Is that normal? I should have double checked things on my end, and maybe used a Unifi reseller with some form of live support. I really am looking forward to the platform but have some serious concerns around support response. For normal break fix kind of issues how is everyone else's experience?