The theme of this dissertation thesis is the maintenance support Business Inteligence solutions. It is written in cooperation with the firm Clever Decision. The dissertation consists of two parts. The first part deals with the solution of the SLA contract, actually designing the SLA (Service Level Agreement) contract, wich the company used as an add-on support for the treaty. The second part is devoted to the helpdesk, the solution, process design and functionality of which is coming in when selecting an appropriate software solution. The aim of the work is properly designed SLA and help desk solution, including the selected software solution. At the beginning of this work is explain the concept of Service Level Agreement from several possible perspectives: general SLA, SLA for data and legal aspects of the SLA. The study also proposed a general SLA contract for small business. In the second part is processing the proposals and a description of the service desk processes. The proposal is primarily aimed at the implementation, measurement and reporting, SLA performace is not included there. Processes are designed in accordance with the requirements of the company. The following section the work deals with design and describing the helpdesk functionality. Finally, it is selected by the required functionality appropriate software solution.