The webcase tracking system is pretty sophisticated, and never forgets.
The first CAE assigned has specific goals, and a time limit. Once they fail, the case pops up to the next level, where there are different goals. Even the first CAE assigned has access to thousands of internal answers (how other similar cases were resolved).
And, so on, and so forth, until the escalation reaches the "Fire Department" (basically, the Xilinx equivalent of the Incident Command System (ICS), which is used throughout the world as a standard means of dealing with emergencies). Your local police, and fire departments probably all use the ICS.
The "Fire Department" consists of a "Fire Chief" for each division, who is empowered to tap anyone on the shoulder, and form a team. These "Chiefs" are ultimately responsible to Moshe (he sees the "Fire Chief" reports).
This system has been around for 7 years now, and gets refined with each new chief (the 'chief job' is a one year assignment here in APD).
The good news is the number of "emergencies" is very small (often 0, only one, and sometimes two).
Xilinx prides itself on their customer service (the goal is to be best in class). Any issues, problems, etc. Peter and I take VERY SERIOUSLY, so you may email either of us (or both) directly if you feel our service is not up to par.