Web Browser Questions What Web browsers does Johnson Bank Retirement Plan Services support?

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1 FREQUENTLY ASKED QUESTIONS AND ANSWERS Security Questions How secure is the Johnson On-Line - Retirement Account site? What is "strong" SSL encryption? Does the user need a special browser for it? What is a cookie? To keep my retirement information private, what recommendations do you have? Web Browser Questions What Web browsers does Johnson Bank Retirement Plan Services support? Login Questions When I try to sign on to Johnson On-Line - Retirement Accounts I receive a message saying "Cannot Login Invalid User ID/Password Combination." What happened? I tried to enter my Password three times and I cannot access the site. What should I do? I changed my Password. When does it become effective? Logout Questions What happens if I use the "Back" feature on my Web browser? How long can my session remain active before I am automatically logged out? Support Options If I have questions regarding the Internet product, security or technical issues, whom do I contact for answers? When can I expect a response to my ? Johnson On-Line Retirement Accounts Questions What type of account information can I access using Johnson On-Line - Retirement Accounts? Account and Personal Information How can I tell whether my latest contribution is included in my account balance? What values are included in my Market Value by Source and Market Value by Investments? Why don't the balances match the numbers on my last statement? Can I view my last statement? If not, can I get a copy of my last statement? My address is incorrect. How do I change it? What changes can I make using Johnson On-Line - Retirement Accounts? How do I know changes requested have been completed? What is the daily cut-off for requesting changes through Johnson On-Line - Retirement Accounts? What do I do when the site is down and I want to initiate a trade? How can participant loan information be accessed using Johnson On-Line - Retirement Accounts? How can I get additional information about the investment funds available in my plan? Additional Features What additional features are available through Johnson On-Line - Retirement Accounts? Can I request distribution paperwork through this site? Miscellaneous How do I print the screens as they appear on my monitor?

2 Security Questions How secure is the Johnson On-Line - Retirement Account site? Johnson On-Line - Retirement Account is secure and you can be assured that your account profile information, user IDs and password in addition to transactions are held in the strictest confidence. Security has always been and will continue to be a top priority for Johnson Bank. It will continue to be so as we adopt new technologies only after they've passed our unchanging business principles of confidentiality, flexibility, commitment and stability. To have it any other way would not only endanger your finances, but our reputation. All communication over the Internet is encrypted using 128 bit (strong) SSL encryption. What is "strong" SSL encryption? Does the user need a special browser for it? SSL (Secure Sockets Layer) is the standard security technology for establishing an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browsers remain private and integral. SSL is an industry standard and is used by millions of websites in the protection of their online transactions and the user does not need a special browser or any special add-ons. For added security it is important to logout and close your browser when you have completed your transaction in Johnson On-Line - Retirement Accounts. In addition, some browsers have the ability to retain information in memory. In this instance, check the preferences of your browser to heighten the security or turn off its memory capabilities. Check with your browser's customer support area for more information. What is a cookie? A cookie is a small amount of information that a Web site stores on your computer. Many Internet users have the misconception that we use cookies to gather personal information and track their activities. Johnson On-Line - Retirement Accounts uses cookies inside the secure environment to keep track of your session. Basically it tells the system that you've already logged in as a valid user. Cookies are not used to read information from the user's hard drive The Johnson On-Line - Retirement Accounts system does not use cookies to gather or store personal information. When you press "Exit" or close your browser, all of the cookies are removed from your system. To keep my retirement information private, what recommendations do you have? Use the latest version of one of the following supported browsers: Internet Explorer, Firefox, Safari or Chrome. Keep your password confidential. Never walk away from your computer without exiting the system first. When you are finished, click the logout button located on the side navigational toolbar. Once you have ended your session, no further transactions can be processed until you sign on to the system again. To assist you further we have supplied a link to the Johnson Bank Security page under Tools. Web Browser Questions What Web browsers does Johnson Wealth support? Johnson On-Line Retirement Accounts supports the following browsers:

3 Microsoft Internet Explorer version 9, 10 Firefox latest version Safari latest version Chrome latest version If you have an older version of a browser, access the "Start" page (before the login screen). You'll find instructions for upgrading your browser. Johnson On-Line - Retirement Accounts also requires that Cookies are enabled in your browser. Cookies are enabled by default, if you have disabled them please use your browser's "Help" feature for instructions on re-enabling those features. Login Questions When I try to sign on to Johnson On-Line - Retirement Accounts I receive a message saying "Cannot Login Invalid User ID/Password Combination." What happened? It is possible that you have entered your User ID and/or password incorrectly. If you have an address on our system you can utilize the Forgot User ID or Password? link available on the right side of the login screen. Review the material provided by your employer or contact the Johnson Customer Support Center at for more information. Upon initial sign-in you will be required to change your password from the system-assigned default. I tried to enter my Password three times and it will not let me in. What should I do? This is a security feature of the system. If you have tried your Password three times and have been locked out of the system, call the Johnson Customer Support Center to have your Password reset and unlocked. I changed my Password. When does it become effective? Password changes are effective immediately. Logout Questions What happens if I use the "Back" feature on my Web browser? You will receive an error message titled "Webpage has expired". Please use the top menu for navigation purposes. How long can my sessions remain active before I am automatically logged out? The system will automatically log you off after 15 minutes of inactivity. Support Options If I have questions regarding the Johnson Bank Retirement Accounts product, security or technical issues, whom do I contact for answers? All questions should be directed to the Johnson Customer Support Center at or via to jcsc@johnsonbank.com. Representatives are available to assist you from 8:00 a.m. to 5:00 p.m. (Central Time) Monday Friday. When can I expect a response to my ? s will be acknowledged within one business day. The response time will depend on the complexity of the request.

4 Johnson On-Line Retirement Accounts Questions What type of account information can I access using Johnson On-Line Retirement Accounts? You may view the following information by selecting the following menu options along the top of the screen: Account and Personal Information Summary: Reports current account balances, vested account balances, plan loan balances (if applicable), along with personal information including date of hire, plan entry date and current address. My Account: Features account balances detailed by contribution source and investment fund. The "as of" date on the top of this screen reflects the date of the mutual funds closing price used to calculate your market value. Investment Election Information, Rate of Return and Transaction History are also available under this tab. Investments: Provides Investment Fund Profiles and Investment Returns for all options offered within your plan. You can also access mutual fund fact sheets and prospectus information via the links on the Investment Profiles page. Make Changes: This link features an ability to modify your Investment Elections as they apply to future contributions, the Transfers screen allows transfer of balances between funds for your existing account balance. Tools: Provides access to a variety of Retirement Calculators, our Online Planning Guide to assist you in evaluating your risk profile and allocating investment of your account balances and the opportunity to Model a Loan (if applicable) from your plan. Statements & Reports: Access to past statements, plan specific information and forms as well as the ability to register to receive your statements electronically. Personal Profile: Edit Personal Information or change your password. Information: Guidance, Newsletters and Investment Glossary Contact Us: Johnson Customer Support Center. How can I tell whether my latest contribution is included in my account balance? All transaction information is available by accessing Transaction History under the My Account section of the toolbar. Transaction can be accessed by Investment, Source, and date range. If you would like to see your deferrals select either 401k Deferral or Roth Deferral in Source and select the appropriate date range. Transactions will be displayed and you can select Details to drill down to the mutual fund and account source particulars. The Transaction History page also contains the Quicken Download link, allowing you to load transactions directly into Quicken on your device. What values are included in my Market Value by Source and Market Value by Investments? All settled trades are included on your Summary page. Why don't the balances match the numbers on my last statement?

5 Your account balance on Johnson On-Line - Retirement Accounts is updated daily, while the statement reflects pricing and shares held on the last business day of the statement period. Can I view my last statement? If not, can I get a copy of my last statement? The information reflected on Johnson On-line Retirement Accounts on any given day is the most current snapshot of your account. Your statement will not provide detail of your account transaction history. A copy of your last statement can be downloaded from the Reports option under the Statement & Reports menu. If you would like a copy of your previous statement mailed, please make that request using the feature or by calling the Johnson Customer Support Center at My address is incorrect. How do I change it? Please submit any change in address or other pertinent information by using the feature of this system or by calling the Johnson Customer Support Center at What changes can I make using Johnson On-Line - Retirement Accounts? You may change your investment by selecting the following options: Make Changes Change Investment Elections for future payroll contributions Transfers How do I know changes requested have been completed? You will receive a confirmation verifying that changes requested have been executed. You should receive this confirmation within five business days. These changes will also be reflected on-line after processing has taken place. If you do not receive a transaction confirmation, please contact Johnson Customer Support Center. What is the daily cut-off for requesting changes through Johnson On-Line - Retirement Accounts? Requests for changes entered prior to 3:00 p.m. Central Time Monday through Friday on a business day where security markets are open for trading will be initiated the same business day. Requests for changes entered after 3:00 p.m. Central Time will be initiated the next business day. Please note that on some days, security markets may close early. Change request cut-off times will be adjusted to reflect these circumstances. What do I do when Johnson On-line - Retirement Accounts is unavailable and I want to initiate a trade? If you are having difficulty with your Internet access or accessing Johnson On-line - Retirement Accounts, please contact the Johnson Customer Support Center at How can participant loan information be accessed using Johnson On-Line - Retirement Accounts? You may model and view existing balances on loans by selecting Model Loan under the Tools option. This section will also allow you to view the loan parameters for your plan and the amount eligible for a participant loan. The current interest rate used in these calculations will automatically appear and this screen will assist you in obtaining an

6 estimated payment amount. Please remember, the loan must be within the parameters of your plan loan policy. How can I get additional information about the investment funds available in my plan? Click on the Investments option in the top menu. Investment information is available for all available funds offered within your plan. The Investment Profiles screen identifies funds by asset class, ticket current price. Fund fact sheets and prospectus information can be access using the links on the page. Investment Returns provides a listing of funds and their rate of return as reported by Morningstar. Additional Features What additional features are available through Johnson On-Line Retirement Accounts? In addition to your account information, you will also have the ability to model retirement projections, view a glossary of investment terms, access OnTrack (a quarterly newsletter) and send to the Johnson Customer Support Center. Can I request distribution paperwork through this site? Yes, you can access the Distribution Packet under Participant Forms or submit an requests or call Johnson Customer Support Center at to have a hard copy mailed to your home address. Miscellaneous How do I print the screens as they appear on my monitor? In order to print this information, you must first click on the area of screen you would like to print. Then click on the print command in your browser.