There is no single fair turnaround time for every web request. Changing a telephone number is not the same as building a booking integration. The problem is when nobody defines the difference and routine changes disappear into a queue for weeks.
Separate small edits from development
Simple text/image changes should be scoped differently from code, integrations or redesign work. Ask the provider to acknowledge the request and confirm whether it is a quick edit or a quoted development task.
Agree response expectations
If turnaround matters, put an expected acknowledgement/working window in the support arrangement. “We will reply when we can” is not suitable for a business-critical website.
Use a written request trail
Email or a ticket system gives both sides a record of what was requested and prevents repeated misunderstandings.
Occasional changes do not always justify a big retainer
If your small service website changes once or twice a year, ad-hoc support can be better value than a large monthly package. Smarter Search welcomes small jobs and normally quotes them clearly rather than requiring every customer to buy a maintenance plan.