HWaaS - Hardware as a Service
Description: The document provides information about HWaaS - Hardware as a Service.
Another option available is Rental – you can find information about it here: What is Hardware Rental.
Created: June 2020
Updated: March 2026
Permalink: https://wildix.atlassian.net/wiki/x/QAPOAQ
Note: For instructions on how to order and manage HWaaS devices via Salesforce Partner Community, check out the relevant documentation:
Wildix is the first Unified Communication Vendor to offer a complete range of hardware and software products as a Service. Moreover, thanks to the Wildix HWaaS formula, your customers can enjoy a fully guaranteed system and the latest products that are always updated. Read more about HWaaS.
This offering is available only for subscription-based PBXs (1 month/ 1 year/ 5 years).
HWaaS subscription Terms
All services related to the same PBX have the same terms and expiration date.
E.g. if you have a PBX with yearly subscription plans, same terms are applied to CLASSOUND and/ or HWaaS ordered for this PBX. If you have a PBX with monthly subscription plans, same terms are applied to CLASSOUND and/ or HWaaS ordered for this PBX. This means, for example, you cannot have a monthly service (such as CLASSOUND or HWaaS) applied to a PBX which has yearly subscription plans.
Example: you activate a PBX with yearly subscription plans in May 2020: expiration will be in May 2021. You order CLASSOUND for that PBX in August 2020. In this case, CLASSOUND will expire the same date as the PBX: May 2021, and the cost will be prorated to the effective period (August 2020 - May 2021). The same rules apply to monthly and 5 year services. This means, the expiration date is always the same for the PBX and the services connected to that PBX.
Where to find the pricelist?
Navigate to Pricing at the bottom of the page and click Price Book:
On the screen that pops up, choose the Product -> OpEx and Price Book Type (Gold/ Silver/ Reseller) and click Next:
Look for the necessary option in the Search field. Or, if you want to download the entire list, choose the option Export to xlsx or Export to csv:
How to order HWaaS?
Download the agreement and ask your customer to fill it out and sign
Send an email to your Area manager and attach the agreement signed by your customer
Access Salesforce Partner Community
Select the necessary Opportunity or create a new one if required (see details on how to create an Opportunity in Salesforce Partner Community Guide)
Click Create Quote (if the Opportunity is already active, you need to follow the Change Order procedure, see details in Change Order and Fast Change Order Process in SFPC)
In General Questions section -> Additional Configuration field, make sure to choose Additional Items option:
In the Additional Items section, fill out the following details:
Implementation Date
Category: choose device category (e.g. Phones, Headsets, Media Gateways, etc.)
HWaaS or Capex: choose HWaaS
Product: choose the necessary device
Quantity: enter quantity
If you need another Product or devices of another Category, click the + button and repeat the step 7 of the current instruction:
When you've filled out the details of your Quote and ready to save it, click Save to draft(1) -> Save & Make Primary(2):
Create Order from the Quote and confirm it (please follow instructions from the guide How to Create Quote and Confirm Order in Salesforce Partner Community)
During order confirmation you can view the availability of items and when they should arrive in Wildix stock:
How to convert CAPEX into HWaaS?
You can convert already purchased CAPEX devices into HWaaS.
The following changes are applied once the conversion is confirmed:
Credit note (CN) is issued for the selected devices during 5 business days. You can check the CN calculation logic in Customer Care FAQ
Billing cycle is synced with PBX subscription plans (1m /1y / 5y)
HWaaS subscription is kept for 6 months starting from the conversion date
Limitations
Devices cannot be converted to HWaaS in the following cases:
PBX has a LifeTime subscription plans
PBX doesn't have any subscription plans
PBX has mixed services or subscription plans
How to convert
For detailed instructions, check out the document How to convert CAPEX into HWaaS via Salesforce Partner Community.
What happens if Partner has overdue invoice payments?
To review the information, follow this Article.
How to transfer HWaaS to another Customer
For detailed instructions, check out the document How to transfer HWaaS devices to another Customer via Salesforce Partner Community
Notes:
Automatic HWaaS transfer is possible only between PBXs that have the same subscription length and the same expiration. Otherwise, a Customer Care ticket should be submitted.
Automatic HWaaS transfer to a PBX with LifeTime subscription is not possible.
You can arrange transfer to another PBX, regardless of which End User or Reseller it belongs to.
How to cancel and return HWaaS
Note: As for HWaaS Contract, it should be kept for a minimum 6 months (the rule doesn't work in case of "Commitment" )
For HWaaS cancellation procedure, check the document Submit a Case via Salesforce Partner Community (see the section named "HWaaS cancellation").