To clarify, I suggest that you were informed that setup support is available both online and by telephone 24hrs a day.
The period that you can obtain free/complimentary telephone support is limited to 90-days from date of purchase - after which, telephone support may be chargeable.
As already outlined by Tesserax, the time required to complete a transfer/restore process is principally a function of:
a) how much data needs to be transferred
b) the speed of your WiFi network
c) the speed of your internet connection - as your new iPad will need to automatically download Apps and other non-transferable content from Apple’s servers.
As such, if very little data needs to be transferred, the transfer process may be minutes; conversely, if a significant amount of data must be transferred between devices, the process may take many hours.
If the restore process appears to have stalled after 24hrs, then is the time to consider intervention if needed.
For reference, these support pages outline the available methods to restore an iPad - either from a backup, or to Factory Settings:
Restore your iPhone, iPad or iPod touch from a backup – Apple Support
Restore your iPhone, iPad or iPod to factory settings – Apple Support
Restore all content to iPad from a backup - Apple Support
For troubleshooting:
If you can't update or restore your iPhone or iPod touch - Apple Support